Industry specific software package

Tender description

This procurement is for the replacement of a Contact Centre solution. Whilst the Corporate Contact Centre within the Council will be the primary/main user it will also be used by smaller customer contact teams in other departments, including an internal IT service desk. The procurement is being conducted over 2 Lots. Lot 1 is for an on-premise solution and Lot 2 is for a hosted SaaS solution. Suppliers are able to bid for either lot or both lots. For suppliers tendering for an on-premise solution (Lot 1), our two data-centres provide a standard infrastructure based on Hyper-V 2012 R2 and Oracle VM for server virtualisation, Nimble storage, SQL Server 2012 (and higher) or Oracle 12C for relational databases, with new solutions being supported on Windows Server 2012 R2 (and higher) or Solaris 11 (and higher). Standard networking provision is catered for including load balancing. Storage data and VM replication is available between both data-centres over a Layer 3 connection. Hosted SaaS solution of the Contact Centre Software solution.