NUN - Pre-market Engagement - AI Telephony Contact Centre Solution
Description: NBBC is currently exploring the potential implementation of an AI-driven telephony contact centre solution to more effectively manage the volume of incoming calls to our resident-facing contact centres. The aim is to enhance the customer service experience by streamlining call handling and improving operational efficiency. The Council is also open to exploring other AI based customer services solutions such as Chatbots that can improve our contact channel offering.
Summary: Nuneaton and Bedworth Borough Council is in the planning stage of procuring an AI-driven telephony contact centre solution designed to enhance call handling and improve operational efficiency. This opportunity is classified under the "Software package and information systems" and "Interactive voice response software development services" categories, highlighting its focus on advanced technological solutions within the UK regions. The preliminary market engagement is set to commence with a milestone due by 19 January 2026, inviting businesses to register and access relevant information. The procurement process also considers implementing other AI-based customer service solutions like chatbots, broadening its potential scope.