Tender Details

NTG24-0262

NTG24-0262

Darwin - Supply Delivery and Installation of Modern Contact Centre Technical Solution for a Period of 60 Months

Jacana Energy is seeking an implementation and support partner to provide a Modern Contact Centre technical solution to replace the current call centre system and optionally telephony hardware to support our call centre. 

The tender includes the implementation of the software (and potentially telephony hardware) solution and a 5-year support contract of the system/hardware to provide support services to the customer experience team.

Essential components of this project are:

•             Industry standard out-of-the-box call centre solution

•             Modular system to enable upscaling/downscaling of functionality to support future business needs

•             Cloud hosted, web access with voice recordings to support offsite team access

•             Proven system implementation process with an established team

•             Reporting capabilities on industry standard metrics

•             Telephony solution

•             Interactive Voice Response (IVR) system

•             Email management

•             Computer Telephony Interaction (CTI) capabilities for integration with billing platform

•             Licensing or subscription-based model

•             Integration capabilities with other third-party platforms e.g. call evaluation software


This project will deliver a Modern Contact Centre technical solution to improve the customer experience overall and provide increased workload efficiency of the call centre through workforce planning, reduced average call handling times and reporting capabilities for analytics of customer service drivers.

Public

Jacana Energy

GPO Box 2601, Darwin NT 0801

Tender

14/10/2024

11/11/2024 14:00 ACST

Information Technology

Darwin, Palmerston, Litchfield

Tender Work Regions

Closing List

  • Cognizant Technology Australia Pty Ltd
  • Connex One Pty Ltd
  • Converged Communication Network Applications Pty Ltd
  • DXC Technology Australia Pty Limited
  • Emerge IT Solutions Pty Ltd
  • Exsead Group Pty Ltd
  • J4rvis Pty Ltd
  • Lake Corporation Pty Ltd
  • Nexon Asia Pacific Pty Ltd
  • NT-IT Pty Ltd
  • Optus Networks Pty Limited
  • Paxitel Pty Ltd
  • Peachy Cypher Australia Pty Ltd
  • Tanvi Engineers Pty Ltd
  • Tanvi Engineers Pty Ltd
  • Tanvi Engineers Pty Ltd
  • Telefonix Technology Group
  • Telstra Limited
  • Veritec Pty Ltd
  • Vocus Pty Ltd
  • XMS Cloud Pty Ltd

Prospective Tenderers

Click here to see the list of tenderers who have downloaded this tender.

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