Consumer Care Managed Solution

The buyer requires a vendor to provide a branded, consumer care managed solution for electronic communications service consumers. The scope demands managing consumer contacts across telephone, email, online forms, postal mail, web-chat, SMS, social media, messaging applications like WhatsApp, and Irish Sign Language. The selected provider must deliver case management, CRM, email, and records management systems, along with complaint handling, escalation management, and outbound consumer calling for information gathering or dissemination. Additionally, the solution requires AI and automation capabilities, including AI-assisted agent real-time prompts, knowledge suggestions, and integration with existing client systems. To be eligible, the vendor must be an onshore, Ireland-only organization. The contract performance will occur offsite. The buyer is looking for proposals regarding the budget. Vendors may submit responses digitally via email or online.