Supply of an Enterprise Voice and Customer Contact Centre Solution

Concepts

• worthing
• telecommunications system
• worthing homes
• supply of an enterprise voice
• customer contact management solution
• support of a hosted enterprise voice
• customer contact management
• customer contact centre solution
• enterprise voice
• microsoft

Location

Davison House, Worthing

Description

Supply, implementation and support of a hosted enterprise voice and customer contact management solution.

Total Quantity or Scope

Supply and implementation of services / capabilities covering our enterprise voice and customer contact management, for example; o Dial-plan management for 100 users of standard telephony services o ‘Work Anywhere’ o Voicemail o DDI call routing including interfacing with our SIP services o IVR for main number and contact centre o Call handling / routing o Task management o Call recording, including PCI / DSS o Integration with Civica Cx (Housing Management System) and Microsoft O365 o Service reporting o Future AI capabilities, for example ‘virtual’ agents o Future Omni-channel management Additional information: In addtion to identifying the appropriate technical 'platform' and service, Worthing Homes is seeking a partner than can offer capabilities to enable to maximise the value gained from what is a substantial investment.

Renewal Options

Annually for a further five years

Award Criteria

CPV Codes

• 32524000 - Telecommunications system

Indicators

• This is a one-off contract (no recurrence)
• Options are available.
• Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at https://www.mytenders.co.uk/Search/Search_Switch.aspx?ID=228458. The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.mytenders.co.uk/sitehelp/help_guides.aspx. Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems. (MT Ref:228458)