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News : UK Government Names Suppliers on Contact Centre, Shared Services, and Outsourcing Framework

#contactcenterworld

London, UK, Aug 26, 2021 -- The commercial wing of the UK government has named the winners on a framework to provide public-sector contact centres, including enterprise and infrastructure software to support them.

Reading like a rogues' gallery of repeat offenders, the list features Capita, G4S, Serco, and Accenture, which take their place on a framework designed to provide "outsourced contact centre services, shared services and operational business process services," according to a tender document from the Crown Commercial Service.

The framework is set to be used by the UK's central government and wider public-sector organisations, including local authorities, the NHS, non-departmental government bodies, and police, as well as third-sector organisations such as charities.


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The deal is split into two lots: one for contact centres, and a second for business services.

Full list of winners

NCO Europe, lot 1
Go Centric, lot 1
Teleperformance, lot 1
Ventrica, lot 1
Hinduja Global Solutions, lot 1
Arvato, lot 1 and 2
Sitel, lot 1
Shared Services Connected, lot 1 and 2
TTEC UK Solutions, lot 1
Capita Business Services, lot 1 and 2
Serco, lot 1 and 2
G4S Facilities Management, lot 1
Charles Novacroft Direct, lot 1
The Contact Company, lot 1
ResQ, lot 1
Accenture, lot 2
Liberata, lot 2
NHS Shared Business Services, lot 2

The procurement dates back to a prior information notice published October 2019 while the UK was still formally part of the EU. 

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.theregister.com


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Do Your Agents Have All The Right Tools?

Read today's tip or listen to it on podcast.

Published: Friday, August 27, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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