Information systems

Tender description

DGHP seeks to appoint suppliers to replace its current telephone and contact centre with a new UC (including telephony) and contact centre solution. This project will deliver: — Implementation of SfB as the UC solution across the whole organisation, — Public telephone network (PSTN) breakout from SfB for incoming and outgoing telephone calls including calls to and from the contact centre, — Dialled minutes related to the PSTN calls, — Porting of DGHP’s existing landline telephone numbers to the Solution, — Provision of an omnichannel contact centre which as a minimum includes inbound and outbound telephony, email, text messaging (SMS), webchat and social media (minimum of Facebook and Twitter public posts and direct messages), — Ability to integrate the contact centre solution with business applications such as Housing Management System and CRM; and, — Voice and screen recording for the contact centre; and, — Mobile devices, SIM card rental and calls including porting of DGHP’s mobile numbers to the Solution. The Tender Response shall also provide an optional cost for a Workforce Management solution for the contact centre.