Specialist strategic advisory services to define Mutua Universal’s target Contact Center model

Summary

Mutua Universal is procuring specialist strategic consultancy to assess its current user-service model and define a target Contact Center model, without dividing the contract into lots. The work covers operational, organizational and technological analysis, benchmarking, and recommendations for an integrated omnichannel service, including governance, indicators, change management and a prioritized implementation roadmap. Deliverables include technical and executive documentation and functional and technical specifications for a future technology procurement. The contract is stated to last six months; the indicative work plan estimates 12 weeks.