Telecommunication consultancy services

Tender description

The key requirements from the future solution are a Microsoft Teams UC and Telephony solution for all approximately 12 000 UCL users. This will replace all existing ISDX telephones and user-based Cisco telephones. UCL already have arrangements in place for Microsoft A5 licensing, so this will not be included within the scope of this procurement. UCL plan to split this migration into 3 Phases — Please see ITT document for more details. The key requirements from the future solution are a Microsoft Teams UC and Telephony solution for all approximately 12 000 UCL users. This will replace all existing ISDX telephones and user-based Cisco telephones. UCL already have arrangements in place for Microsoft A5 licensing, so this will not be included within the scope of this procurement. Communal (non-user based) telephones will be provided from the existing Cisco telephone system. UCL plan to split this migration into the following phases: Phase 1: Microsoft Teams UC and Telephony pilot for approximately 600 users: — Implementation and maintenance of the core Microsoft Teams UC and Telephony solution, as appropriate, — Migration of approximately 500 ISD users from the Cisco and ISDX telephone systems, — Migration of approximately 100 representative users from other departments across UCL, from the Cisco and ISDX telephone systems. At the end of Phase 1, UCL may decide not to proceed with Phase 2 and 3. If UCL decide to proceed, then the timescales for Phase 2 and 3 will be agreed (if appropriate, Phase 3 may precede Phase 2). Phase 2: Microsoft Teams UC and Telephony for the remaining approximately 11 400 users: — Phase 2 will only commence on the successful completion of Phase 1 and approval of an associated Business Case, — Implementation and on-going maintenance of the expanded core Microsoft Teams UC and Telephony solution, as appropriate; Migration to all remaining, approximately 11 400, UCL users from the Cisco and ISDX telephone systems, — On-going Maintenance of the existing Cisco systems and re-configuration to support up to 500 communal (non-user based) telephones Migration of any communal telephones from the ISDX to the Cisco telephone system, — De-commissioning of the legacy ISDX telephone systems. Phase 3: Contact Centre deployment for to up to 500 concurrent agents: — Phase 3 is an optional requirement for UCL and will only commence on the successful completion of Phase 1 and approval of an associated Business Case, — Implementation of a replacement Contact Centre solution for all existing agents (70 of which are existing concurrent agents), — On-going maintenance of the Contact Centre solution, — De-commissioning of the legacy Netcall Contact Centre, as appropriate. For the Telephony and UC solution, the baseline solution will be a SaaS PBX solution, based on O365 – with integration in to an on-premise PSTN service, Cisco Call Manager and legacy ISDX telephone systems. All non-O365 elements of the solution shall be licensed / owned and operated by UCL after the completion of the implementation, with the Bidder providing fourth line support. For the Contact Centre, the baseline solution can be an on-premise or SaaS based solution, that integrates with the UC and telephony solution proposed. All elements of the solution shall be licensed / owned and operated by UCL after the completion of the implementation, with the Bidder providing fourth line support.