Telephony/Unified Communications Solution

Tender description

<p>Over the last 20 months&rsquo; Mid Devon District Council (MDDC) has faced significant challenges due to the Covid19 pandemic. The Council has been faced with&nbsp;</p> <p>&nbsp;</p> <ol> <li>radically changing our service delivery model</li> <li>balancing shifting customer and staff expectations</li> <li>modernising current working practices</li> <li>maintaining financial sustainability</li> </ol> <p>&nbsp;</p> <p>All of the above occurred before we were able to invest in our infrastructure to provide seamless communications between staff and with our customers.</p> <p>&nbsp;</p> <p>With the shifted expectations on contemporary working environments and practices, and in conjunction with our Transformation Programme we are seeking a modern and resilient telephony provision with Unified Communications.&nbsp;</p> <p>&nbsp;</p> <p>Our existing systems need replacing in order to deliver a truly modern and unified communications framework through which we can deliver our services to the public.&nbsp; We plan to replace our existing on-premises PBX, Meridian switch system and our Avaya IPOCC contact centre with a cloud based VOIP solution.</p> <p>&nbsp;</p> <p>We operate out of various sites, so it is essential to ensure staff are able to move between sites and home whilst keeping their telephone number and functionality.</p> <p>&nbsp;</p> <p>We are looking to achieve the following from replacing our existing Telephone and Contact Centre solutions:</p> <p>&nbsp;</p> <p><strong>Functions Enhancements</strong></p> <ul> <li>Unified Communications and Collaboration tools</li> <li>Enhanced Mobile/Agile Working</li> <li>SIP Endpoints (softphone, mobile device Apps and &lsquo;hard&rsquo; desk phones)</li> <li>Improved reporting on call handling, volume, usage and cost breakdown.</li> </ul> <p>&nbsp;</p> <p><strong>System Availability &amp; Enhanced Support</strong></p> <ul> <li>Contemporary System Architecture</li> <li>Improve system lifetime (PSTN retirement)</li> <li>Improved Redundancy/Flexibility (Business Continuity)</li> </ul> <p>&nbsp;</p> <p><strong>Cost</strong></p> <ul> <li>Reduced/Efficient system administration</li> <li>Reduced call costs</li> <li>Reduced licencing and line rentals.</li> </ul> Keywords: Telecommunications, Contact centre, unified communications, Telephones, VOIP, Voice mail