NHS 24 Contact Centre Customer Relationship Management System PIN

Description

NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24’s current CRM solution and to ascertain indicative costs. The information to be provided will help us better understand the current and developing market and to consider the way forward. Lot 1: NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24’s current CRM solution and to ascertain indicative costs. NHS 24 wishes to establish the marketplace for suitably qualified suppliers to provide services relating to leading Contact Centre and CRM Platforms including: -Technical platform implementation, maintenance, and support - Customisation of workflows and process automations - OMNI-channel ready, including high availability/high resilience. - Availability of ‘Out-of-the-box’ Management Information and Business Intelligence - Integration with other systems both internal and external (including Business Intelligence, Predictive Analytics and Workforce Management) NHS 24 are interested in hearing from suppliers of both Contact Centre (CC) and Customer Relationship Management (CRM) solutions, though we are looking for a single bid and expect details of how an integrated CC/CRM solution would be provided. Additional information: A questionnaire has been attached to this notice. Please complete and respond as per the instructions in the document. This is a market testing exercise which will allow the Authority to consider future options in this area.