Student Welfare Single Access Service

Tender description

The University of Bristol has introduced a new Student Wellbeing Single Access Service (SAS) from September 2019. When fully rolled out this service will offer a 7 x 24 service to respond to student wellbeing issues. The service will include a telephone response service which will offer a human answer at all times and will also support social media channels The University utilises Skype for Business for user communications and also has a Unify Openscape IP telephony solution which is used for location-based telephony and business continuity purposes. The University has a limited call queuing capability delivered by a C3 system but does not have a fully featured contact centre capability. The University has recently commenced limited deployment of Microsoft Teams for meetings but has not yet introduced telephony capability to Teams. The initial phase of the SAS has been introduced using the University’s existing C3 call queuing solution. The University has identified a need for this to be migrated to a cloud-based contact centre solution to provide call queuing, additional channels, reporting, analytics and call recording for the SAS. This tender invites proposals for an appropriate cloud contact centre solution to support the SAS. Following the successful deployment to the SAS it is expected that the selected solution will become the University’s standard contact centre platform and will be rolled out to other applicable functions. Whilst it is expected that SAS advisors and team leaders will utilise Openscape telephones at the outset it is required that the solution be capable of integration with the University Skype for Business / Teams telephony in the future. The SAS advisors will utilise MS Dynamics to access and record information regarding student interactions. The contact centre solution shall be required to integrate tightly with Dynamics.