Query and Knowledge Management Solution

The buyer requires an integrated query and knowledge management system, delivered with a cloud-based Contact Centre as a Service (CCaaS) platform, Amazon Connect. The solution must integrate the vendor's ticket tracking system with the existing service desk ticketing system for a unified view of ticket management. Integration with the CRM Solution will utilize Amazon Connect's third-party application integration feature, allowing the SugarCRM web interface to be embedded within the Amazon Connect Agent Workspace. Eligibility is restricted to onshore Irish organizations. Proposals are requested, and responses can be submitted digitally via email or online. The performance of the work will be offsite.