Tender: Voice of the Customer Platform for Affinity Water – Surveys, Call Transcription, Dashboards and AI Analytics

About

Affinity Water is seeking a supplier for a Voice of the Customer platform to deliver outputs that contribute to our CMEX score. The platform must provide dashboards, transcribe calls to text, create and send bespoke surveys via email and text in line with Affinity Water branding, and import/export data (including via SFTP). It should enable access, categorisation and analysis of survey and voice-call data; tailor surveys by process, journey, customer segment and water region with immediate or delayed send; provide high-quality analytical tools to identify keywords, themes and trends; offer configurable dashboards by department, process, water region and customer segment; support data feeds to other in-house platforms or manual data loads; include an automated ticketing system to prioritise unresolved or dissatisfied customers and close the loop; include AI functionality to interrogate the system and answer user-specific questions with quantification of results; provide online training and a training library; and capture colleague feedback.