Enterprise Telephony

Tender description

North Northamptonshire Council (hereafter referred to as the "Council") is seeking a suitably qualified and experienced Supplier to provide enterprise telephony, including IT infrastructure, architecture, and contact centre. To provide a cloud-hosted Software as a Service (hereafter referred to as "SaaS") telephony solution that will provide the functionality detailed in this Specification and all supporting documents, as well as software licence, support & maintenance, upgrade paths, and roadmap. To provide the Council with modern and flexible software services that meet customer's needs, without technical staff requiring bespoke telephony knowledge and skills. To provide the Council with a unified capable telecommunication solution that meets the requirements of this Specification and all supporting documents. Based on current demand across the Council estate, there are approximately 4,100 calls received daily into Customer Services, departmental extensions and extensions associated with individual members of staff. Using this figure gives a projected twelve-month figure of 1,074,382 calls received. For outbound calls, the figures are approximately 2,120 daily and 551,358 yearly. The Supplier must oversee implementation of the technology and co-ordinate activities through the Council's project management team. The implementation will include all aspects of the product including assistance as required, to deploy and configure software. Porting of the Council's existing number ranges, and implementation of all required set-up for call centre and hunt / call groups. Training for technical administrative staff, Learning & Development training staff, super users/change champions and the provision of training documentation for all other users. To enable integration with inhouse compatibilities such as Microsoft Teams, Outlook, Income management system, Revenues and Benefits system, payment systems and the Customer Relationship Management system for customer services to increase efficiency and can scale to meet the needs of the Council. The Contract will run for a minimum of thirty-six (36) Months, with the option for two (2) further twelve (12) Month extensions, in essence a maximum sixty (60) Month Contract. Suppliers identified on the Crown Commercial Service (hereafter referred to as "CCS") Network Services 2 (RM3808) framework agreement will be engaged directly to understand whether they wish to take part in this mini competition. Additional information: This procurement is being managed and awarded through the Mini Competition option of Lot 4 (Inbound Telephony Services) of the Crown Commercial Service Framework Agreement for Network Services 2 (Ref No. RM3808).