Procurement of a system for telephone exchanges and call centres.

Description du marché

The Norwegian Public Roads Administration needs to procure a cloud based switchboard and call centre system. The system shall first and foremost cover the Norwegian Public Roads Administration ́s need for handling enquiries by using telephony as well as a channel, as well as SMS for outgoing enquiries to customers. The system shall, however, also allow for other channels such as chat, email and social media to be in use during the agreement period. The aim is to procure a system that contributes to a better user experience for the Norwegian Public Roads Administration ́s customers. Customers should be able to use their most preferred channel when they contact and they shall find that the Norwegian Public Roads Administration has a good overview and is available so that they can quickly get answers to their enquiries. At the same time, customers should feel confident that their privacy is safeguarded. In order to deliver good user experiences for the Norwegian Public Roads Administration ́s customers, the system shall also facilitate efficient work processes that make it easy and quick to help and guide customers. The system shall be used by a large number of agents. It is therefore important that the solution is experienced as intuitive as possible, including that screen images and number of clicks are reduced to a minimum. The system shall also provide good work support to the Norwegian Public Roads Administration ́s administrators. It shall be easy to share relevant information to customers and they shall have a tool for simpler administration and allocation of resources/agents as well as a tool for reporting and analysing customer enquiries.

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