Cloud Unified Communications Solution (UCaaS)

Tender description

Southway’s current Cisco HCS Telephony, Contact Centre, Enghouse Call Recording, Wallboard, and Call Reporting systems are due for renewal. The objective of this procurement is to identify a supplier of a Cloud provided, device agnostic Telephony, Omni-Channel Contact Centre, Call Recording, Wallboard, Call Reporting solution that is fully integrated with Southway’s Office 365 platform which is licensed on Microsoft 365 E3. The replacement solution needs to support a minimum number of 235 users including 30 Contact Centre Staff but must be scalable by 20% at the same unit cost. The proposed solution needs to be delivered by the 1st October 2022 ready for go live no later than the 31st October 2022. NOTE: Value of the Procurement is unknown at this stage. Lot 1: The key requirements for the replacement solution are: - A Cloud delivered Unified Telephony and Contact Centre solution which can be used from any location using any device i.e. That is: any Southway office, staff members home and even when working as a mobile user. - Contact Centre solution which provides omni-channel options e.g. voice, email, web chat, conversational chatbot, social media (Facebook, WhatsApp) and messaging integration using any form of these communications for inbound and outbound contacts. - PCI DSS compliant call recording solution which can (if required) either automatically pauses and then starts call recordings or hands off the payment transaction to payment process that uses DTMF tones. Note: Southway’s payment system is AllPay. - A Call Recording solution which records all calls coming in and out of the business from any location. The Call Recording Solution must be intelligent and use AI and Machine Learning to evaluate the calls, score the calls (using sentiment analysis) and escalate any of the flagged calls for review. - All components of the proposed solution must be resiliently provisioned and have no single points of failure. - The solution needs to easily accommodate growth and contraction of users across Southway, the licensing model needs to allow for this. - The current range of Non-Geographical Numbers (NGN’s) and DDI’s will need to be transferred over to the proposed solution. - Full Training for end users, contact centre users, supervisors and IT is required. - Billing should be simplified to a monthly retrospective billing cycle and broken down to the respective parts, each bill should be downloadable from a portal and or emailed to designated Southway staff. - Southway’s existing Telephony & Contact Centre solution goes out of contract on the 30th October 2022; therefore your proposed solution must be fully implemented and operational by 1st October 2022.