Telephony cloud digitalisation with Microsoft Teams

Tender description

Why the Work is Being Done The Local Pensions Partnership (LPP) is actively seeking to provide end-users with an enhanced digital cloud Telephony capability. Microsoft Teams is a primary collaboration tool and we wish to ensure that any future telephony capability works seamlessly with this product. The current telephony solution in use within LPP is provided by Avaya enterprise telephony (IP500), providing standard Telephony capabilities 350+ resources - via Avaya 1608 desk-phones, with backend SIP trunk connectivity. This outcome envisions end users having the option to click on the telephone icon with Microsoft Teams (on any device), and be provided with a range of digital telephony services at an enterprise level, or being able to utilise telephone services (as they currently do) using a desk phone. Importantly, LPP's Call Centre utilises 'call-centre' functionality offered via the same IP500 which must be provided by any new system introduced, as well as call recording/storage capabilities to meet regulatory compliance requirements. Problem to Be Solved We are seeking a supplier who can deliver this outcome which will provide: 1) An enterprise digital telephony solution that seamlessly integrates with MS Teams (on any device) & provides desk based telephony. 2) Enterprise level call-centre functionality 3) Call-recording / call re-play & call storage functionality 4) A highly configurable telephony capability, allowing for meeting changing requirements over the lifespan of product usage. 5) A roadmap for additional functionality/improvements, patches and future upgrades (including IM / online capabilities - if and where desirable to utilise). 6) A scalable solution that can meet the needs for the existing user base (circa 350 resource), and can expand (if required) to 1000's of resources 7) The ability to port both users, telephone numbers and historic saved calls with ease to the new platform/service. 8) A professional service to deliver/integrate & support a new enterprise digital telephony solution . 9) The ability to leverage cloud capabilities to minimise the need for on-premise infrastructure. 10) The ability to integrate into existing cyber security capabilities for access, (Azure based) 11) A on-going cost effective call package. Who Are the Users 1) As a LPP resource and I need to place & receive calls on any device, from any location (including my desk, any LPP office/location), via my extension-number. 2) As a LPP resource and I need to ensure that my calls are securely recorded and thereon stored/retrievable , in order to meet regulatory-compliance requirements. 3) As an LPP resource, I wish to utilise the telephone icon within Microsoft Teams as a method to utilise digital telephony services. 4) As an LPP IT manager, I have a cloud-first approach, and need a configurable telephony capability, that allows me to reutilise the standard enterprise telephony-infrastructure in place. 5) As an LPP call centre manager, I need to utilise standard call centre functionality, including but not limited to: call routing, call menus, call logging, call handling, call monitoring. 6) As a LLP team member, I need the ability to use telephony hunt groups, so that I may share calls with numerous team members. 7) As a LPP resource, I need to create or schedule Conf-calls with ease with local, national and toll-free numbers. 8) As a LPP resource, I need access to a telephone system that allows me to hot desk with ease. Early Market Engagement Work Already Done Existing Team Whilst all resources within LPP utilise existing telephony services, the internal ICT team are the primary contact point for all Software, Hardware and Network related support and technical change. Additional suppliers provide assistance if/where required. Current Phase Alpha Work Location Telephony users and the ICT team are primarily based in Central London and Preston. We would envision a mixture of on-site/off-site working by a supplier in order to complete this outcome. Working Arrangments The business requirements are outcome based. An agile methodology is proposed to deliver those requirements, and so potential suppliers will need to address how they will work with the internal teams to effectively support this approach. Potential suppliers are free to propose and detail an alternative approach. Security Clearance All supplier resources should be subject to BPSS clearance at a minimum, which should be undertaken by the supplier prior to commencement of the outcome engagement. Additional T&Cs Skills & Experience Demonstrable experience (within the last 24 months) of delivering enterprise digital cloud telephony into a UK based organisation of over 300 staff. Demonstrable experience (within the last 24 months) of delivering enterprise digital cloud telephony which is seamlessly integrated with Microsoft Teams Demonstrable experience of project delivery skills to deliver enterprise digital cloud telephony solutions successfully. Demonstrable experience of delivering telephony capabilities into highly regulated organisations. Demonstrable experience of undertaking technical analysis & design activities to deliver cloud telephony Demonstrable experience of working successfully with other suppliers on technical solution delivery. Demonstrable experience of working and interfacing technologies with Microsoft Azure / Office365 / Active Directory solutions Demonstrable experience of telephony solutions, specifically Avaya IP500 as well as associated Session Board Controllers & SIP trunk technology Nice to Haves Demonstrable experience of flexible working Ability to source all required skillsets to successfully deliver this outcome No. of Suppliers to Evaluate 3 Proposal Criteria Identified technical solution Detailed project delivery plan, approach and methodology Delivering value for money Delivery team structure Ability to ensure the delivery of the full solution Technical competence to deliver solution Cultural Fit Criteria Work as a team with our organisation and other suppliers Be transparent and collaborative when making decisions Take responsibility for their work Take responsibility for their work Can work with clients with low technical expertise Payment Approach Fixed price Assessment Method Evaluation Weighting Technical competence 60% Cultural fit 5% Price 35% Questions from Suppliers Budget range