VoIP Telephony System Tender

Tender description

South Staffordshire Council) (the “Council”) are seeking a replacement for their current telephony infrastructure in order to improve customer services and to maximise flexibility for staff. The solutions must include Voice over Internet Protocol (VoIP), and must inter-operate with the existing HP PoE network and Netcall / Liberty ACD system, delivering a modern user friendly telephony system. The Primary drivers for the replacement are • Improve services to customers – The new system will allow us to answer more telephones calls and improve service delivery. We will be able to reduce call abandon rates and will be able to answer more calls simultaneously, thus reducing call waiting times. The new system will also provide increased accuracy in management information with better reporting so that we can deliver a more consistent service to a higher standard. • New Ways of Working - The Council is looking to implement a unified communications solution to facilitate new ways of working. Technologies that will support the increasingly mobile and flexible workforce as well as the shared services agenda through improved communications are fundamental. • Meet future Council Needs - The solution will need to be agile, flexible and scalable, to meet changing business needs. It will need to be capable of inter-operating with partner technologies. Including the currently installed Netcall / Liberty contact center solution running 24 agents. There are no plans currently to change form the Netcall / Liberty solution but the phone system proposed must integrate with it.