Daventry District Council Telephony Solution

Tender description

Daventry District Council is looking to replace their entire telephone system during 2017/18. The Council is looking to find a supplier that would also be able to provide lines, call logging and a contact centre solution - all of which are currently being provided by separate suppliers. Suppliers would need to consider the following requirements: On premise system The Council requires a new telephony solution to be hosted on site on VMWare, whether that solution is provided directly by the supplier or by a third party via the supplier Lines The Council would be looking to transfer the Council's current DDI range of 400 numbers from ISDN to SIP lines, with ISDN back-up IP Phone options The Council is looking for a solution that provides all of the following options: desktop handsets, soft phones with USB/wireless headsets and a mobile solution (e.g. app that integrates with the system) Call logging software To be provided by the supplier or by a third party via the supplier Contact Centre The Council will be looking to a supplier to provide both the wider telephony solution, but also an integrated on premise hosted contact centre solution to include the standard range of contact centre features, like call routing, recording, reporting, real-time management information, IVR etc., but must also include: • CTi - It is essential that the soft phone within the contact centre solution can integrate with the Council's current on premise CRM system provided by Kana (Lagan CRM with Java Screen Phone) • PCI DSS compliance - must have a solution that ensures this when telephone payments are taken