Telephone and data transmission services

Tender description

Upgrade and Replacement of Avaya Telephony System as per Section B Tender specification. The telephony platform will be a 99.99 % resilient across all services, this will be achieved by: — server architecture fed from the council’s 2 data centres, — providing all services in High availability format, — providing web-based logons and applications, — providing an on-demand service for end users, — providing tools that enable voice calls to be taken on any device at the user’s request, — foster collaboration, innovation and ‘joined-up’ service delivery amongst strategic partners, — retain current investments into Avaya technologies by transferring licenses from the current CM to an IP Office solution (as agreed with Avaya), — retain current investments into handsets (1900+), — continue to provide services to 3rd party locations (schools, nhs, care homes) on the council’s own fibre network, — replace current Avaya CM contact centre and applications, whilst also providing new methods to increase customer and agent’s satisfaction, implement automated scoring / recording / transcription services alongside a multimedia test bed.