Customer Care for the Future

Transport for Greater Manchester (TfGM) is undertaking a market engagement exercise to inform the development and procurement of a Customer Care of the Future (CCotF) solution.TfGM is seeking to modernise its customer contact capabilities through the implementation of a cloud-based, omnichannel customer contact platform, which may include Contact Centre as a Service (CCaaS) capabilities and an integrated Customer Relationship Management (CRM) solution, or the ability to effectively integrate with existing and future CRM platforms.The future solution is expected to:• Enable end-to-end customer journey management across multiple channels• Integrate effectively with TfGM’s line-of-business systems and third-party operator environments• Support a scalable and adaptable service modelTfGM is particularly interested in solutions that demonstrate mature, production-ready AI capabilities available today, including:• Intelligent routing and triage• Virtual assistants and chatbots• Agent assist and real-time guidance• Automation of repeatable customer interactionsThis engagement is intended to:• Validate TfGM’s proposed direction and scope• Understand the capability, maturity, and flexibility of the market• Inform procurement strategy, solution design, and commercial approach