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, according to Pro Contract.
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 model
TfGM 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 interactions
This 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
The estimated contract dates are 1 April 2027 to 31 March 2031.
The expression of interest window closes on 20 July at 14:00.
(Picture: TfGM)
