Software package and information systems

Tender description

The authority requires a telephony and digital engagement system that can be integrated seamlessly into its Microsoft Dynamics CRM solution. The system is to support the authority's delivery of Ca the contact Tracing solution to be used in Wales in response to the Covid-19 pandemic and as such requires the delivered system to be integrated within 48 hours of availability. The contract is for the purchase of 3 000 licenses and services required for agents to contact citizens of Wales that are confirmed or strongly believed to have, Coronavirus. The solution enables all communication and functionality through Microsoft Dynamics with channels including voice, chat, SMS, compliance and security. This would enable the Dynamics CRM to be accessed and used by call handlers whether they are based in local authorities, health boards, trusts or other locations.