Telecommunications services

Tender description

Cobalt and South Liverpool Housing each requires a single, high availability, easy to maintain and effective next gen, cloud-based telephony system that supports both traditional voice communications across the organisation and the technologies required for enhanced communications as well as future integration that will facilitate a fully integrated Omnichannel Contact Centre Both organisations are is seeking to enter into a contract with a suitably qualified service provider to provide telephony SIP trunks/infrastructure and service management between the hours specified in the contract document, Monday to Friday, plus an out of hours emergency service 365 days per year. Services are to include: • service support (helpdesk/engineering/development); • DDI Porting where necessary; • call data itemisation; • PSTN failover; • call centre supervisor and officer training. Cobalt Housing is a social landlord based in North Liverpool. It has approximately 6 000 properties and 11 000 customers. All our stock in located in the local area. We have an in-house call centre (called Cobalt Solutions) that takes the large majority of incoming and external contacts, reflected in an average of 4 000 incoming calls per month. Cobalt has 111 desk phone users/16 contact centre users. South Liverpool Homes (SLH) is a social landlord based in South Liverpool. It has approximately 5 400 properties. All our stock in located in Speke, Garston. We have a contact centre for repairs managed by Avela Home Services and remaining calls are managed internally across three teams. This reflects in 2 200 calls per month. SLH 58 Desk phone users/26 contact centre users.