Unified Communications System, Including Telephony & Contact Centre Facility

Tender description

The Employer is seeking to select, by a competitive tendering process a Unified Communications System, Including Telephony & Contact Centre Facility. To develop and introduce a unified communication system across all of our offices and project bases: Westward is seeking to develop alternative methods of communications with its partners, stakeholders, customers and staff. This project will replace the existing telephony system with a comprehensive contact centre service, including the capacity for Westward to provide a 24/7 service. Your solution will need to have the capacity to integrate with all back office software primarily Capita Open Housing but also including Microsoft office products (this is not an exhaustive list of software used by Westward). Your solution must support flexible staff working including mobile working, multi location, hot-desking and options on home-working. <b></b> Your proposed system will help minimise call fall-outs, providing a flexibility to meet the changing demands of customers to offer improved customer experience.