Telecommunications services

Tender description

Replacement of current telephony and Contact Centre system with a Unified Communications solution. Replacing current telephony with a new contact centre and Unified Communications system to benefit approx 300 users. Users encompass: 1) BAU Users: Majority of users. Desk workers that require telephone / soft phone, direct dial extension, Instant Messaging, Mobile App integration, voicemail, call overflow / divert / fwd / transfer, hot desk functionality. Some users also require hunt groups, conference calls, direct dial external number, remote working, integration with HMS/CRM; 2) Contact Centre Users: Contact Centre colleagues, some DLO colleagues. Require BAU plus ACD, IVR, intelligent queueing, email management, tracking across medias, call listening, call recording, wallboard, performance data, multi channel, Email and SMS sending and integration to HMS/CRM; 3) Schemes: 2 types of scheme user: 3a) requiring basic phone only with external direct dial. Currently BT line sufficient; 3b) require external Direct Dial, hunt group (unmanned offices / change location of working).