Telecommunications equipment and supplies

Tender description

The objective of this procurement is to identify a supplier of a Cloud Provided, device agnostic Telephony, Omni-Channel Contact Centre, Call Recording, Call Reporting solution that can be fully integrated with SYHA’s Office 365 platform which is licensed on E3. SYHA is looking to replace the existing system with a Unified Communications Solution that is fully integrated with Office 365. The key requirements for the replacement solution are: — a Telephony and Contact Centre solution which can be used from any location using any device i.e. That is an office, from home and even when working as a mobile user, — Contact Centre solution which provides omnichannel options e.g. voice, email, web chat, social media and text integration using any form of these communications for inbound and outbound contacts, — PCI DSS compliant call recording solution which automatically pauses and then starts call recordings for the customer services and repairs contact centers, — a Call Recording solution which records all calls coming in and out of the business from any location. The Call Recording Solution must also have a facility to evaluate and score the recorded calls, — Wallboard software to display call queues, important messages, etc, — CTI integration to screen pop customer records which are held in SYHA’s Housing management system from Civica, — the solution that can be resiliently provisioned and which has no single points of failure for all components, — the solution needs to easily accommodate growth and contraction of users across SYHA.