Contact Centre Software Solution

Tender description

BCP Council are actively progressing on a unified Cloud Voice journey, with Microsoft Teams recently selected as the modern platform of choice. The migration of voice/telephony services to Teams Cloud Voice is soon to be completed by the BCP Council’s Unified Comms (UC) Team, with a focus to date on delivering core business functionality to its connected workforce. A concluding part of BCP’s UC transformation is a migration away from the existing on-premises Contact Centre platform, with Anywhere365’s ‘Dialogue Cloud’. The migration has been requested to take place across two phases, delivering end-state contact centre functionality for 200 BCP Council ‘Agents’. The urgency of this requirement has been expedited as a result of the ongoing COVID-19 pandemic. The supplier will supply the up-front transaction of the 3-year Anywhere365 platform costs, as well as providing technical consultancy to ensure end-end activities are fully documented. The supplier will also provide initial triage and escalation support to BCP. The Supplier will also provide the Council with first line triage support (with escalation to Anywhere365 as appropriate) with an option to bolt-on our Technical Design Authority Service. Lot 1: The Council has awarded a contract for a Contact Centre Solution for BCP Council's Customer Services Unit. The contract starts on 27 December 2020 and ends on 26 December 2023 with the option to extend annually for a further two years. Therefore, if all extensions were taken the full length of the contract would be for five years.