Customer Service Scripting and Diagnostics Platform

GSA is seeking implementation of a customer service scripting and diagnostics platform to enhance contact centre operations. The solution must provide guided workflows to support staff, ensure consistent decision-making across interactions, and improve first contact resolution rates. Key objectives include: establishing a single source of truth for all customer interactions, streamlining repair and service request processes, reducing customer complaints and escalations, and providing operational visibility through enhanced data capture and automated reporting. The platform must integrate seamlessly with GSA's existing housing management systems and support data-driven improvements to service delivery. Suppliers should have experience implementing contact centre solutions in the housing or public sector with proven capability to integrate with legacy systems.