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.