Installation of telecommunications equipment

Tender description

The British Council is looking for one supplier to provide contact Centre Telephony for an initial UK/Pilot and the potential to expend to 7 Location’s on successful completion of the pilot and potential further global customer service team's. Our global customer service function consists of circa 1 000 staff based in offices in over 100 countries. Our UK contact centre is the organisation’s flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total – 15 Advisors, 3 team leaders and 1 contact centre manager, plus the global customer contact manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution with full call centre telephony functionality without the need for traditional hardware (i.e. on-site servers and desk-based phones). Our global customer service function consists of circa 1 000 staff based in offices in over 100 countries. Our UK contact centre is the organisation’s flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total – 15 advisors, 3 team leaders and 1 contact centre manager, plus the global customer contact manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution and associated management software of that telephony solution for use in a contact centre environment, removing the need for traditional hardware such as on-site servers and desk-based phones. We do not wish to purchase any other elements of contact centre channel management platforms. This solution will be piloted in the UK contact centre and, subject to a successful and satisfactory pilot, will be rolled out further across the network as indicated in Annex 4.