Germany - IT services: Consulting, software development, internet and assistance

Description

As a business-driven IT organization within the company, RheinEnergie IT is responsible for the entire IT service portfolio to support the business processes of RheinEnergie and affiliated companies. RheinEnergie's customer service - whether in personal, telephone or written contact with customers - works for various clients from the network and RheinEnergie AG's investments. The goal of customer service is to ensure that the customer's concerns are resolved to his satisfaction, but also to meet his expectations in terms of contact channels, accessibility and efficiency in the increasingly complex world of energy and infrastructure. In order to continue to meet these goals in the future, new IT support in the areas of omnichannel contact center and workforce management is to be commissioned for customer service.
An omnichannel contact centre is to support a structured, automated, cross-channel and customer-related management of customer contacts and work orders, with a consistent view of the customer and his services across all channels, so that information from the other contact channels is available in each channel and switching between channels is seamlessly possible.The omnichannel contact center maintains a skill/competence matrix for each service employee as well as the status of presence/readiness and automatically directs incoming customer contacts and work orders to the "most suitable" service employee in customer service.The omnichannel contact center is designed to identify customers and identify customer concerns as independently as possible in order to provide the service employee with the information and workflows required for processing.The omnichannel contact center provides further support in quality management and customer satisfaction analysis. Automated service processes (IVR, chatbots, customer self-service, etc.) increase the efficiency of service processing and are intended to be used over the term of the framework agreement. On the input side (customer contacts per channel, work orders, ...), Workforce Management accesses historical data (actual values) and determines planned values (forecasts) for the future for the volume of customer contacts per channel on the basis of stored rules and expected special features ("campaigns") as well as forecast procedures.The Workforce Management also accesses historical data (actual values) on the output side (determination of requirements, skill matrix, ...) and determines planned values (forecasts) into the future on the basis of stored rules and forecast procedures.These can be requirement values (example: "Between 9.00 and 10.00 on October 6th, 12 hours of resources are required with skill call-inbound and 3 hours with skill paperwork"), but team-related shift plans can also be issued if the required employee data (availability, skill, ...) is available.The focus in Workforce Management can be (channel-/client overlapping), only on single or groups of clients or also only on single or groups of contact channels.

Opportunity closing date

21 December 2020

Value of contract

to be confirmed