Omni-channel contact centre telephony platform with AI and workforce management.
Greensquareaccord Limited (GSA) is procuring a scalable, omni-channel contact centre telephony platform to support inbound and outbound voice, email, and SMS communications. The solution must include workforce management capabilities for forecasting, scheduling, and performance management. Future phases will incorporate AI-driven capabilities, automation, chatbot functionality, social media integration, self-service portal, WhatsApp integration, and connectivity to GSA core platforms. The platform should enable seamless customer movement between digital and voice channels while retaining context. The contract value is not specified.