Reception / Call centre solution for Mayo County Council

Tender description

Mayo county council is looking to source a cloud-based reception or limited call-centre solution. The reception is operated by 2-3 staff members and one supervisor, with approximately 4500 incoming calls monthly. There is a rota of 6 reception staff. Mayo County Council primarily use Microsoft Teams telephony. The solution should integrate seamlessly with our existing direct routing setup with Teams and on-premise SBCs. The solution should manage incoming calls to the main number. It should be possible to setup workflows for incoming calls, such as automatic transfer based on caller input. The solution should also include holiday and out-of-hours workflows where incoming calls are automatically redirected to messaging a service or other numbers on specified dates / times. The solution should support the setup of a main reception queue and an intuitive interface for reception staff. • Reception staff should be able to view the queue, take calls, perform minimal triage and, transfer calls o Transfers to internal Teams users/ auto attendants/ call queues or to external numbers • There should be a 1 or 2 click transfer option with minimal delays, and the possibility of blind/consultative transfers. • Real time Teams presence should be displayed and the solution should ideally recognise the Teams presence of reception staff. • Caller and callee information from Azure AD should be visible when available (Teams users). It would also be beneficial if the call logs could show, and be searched by, the user name or email as well as number The solution should be compatible with the latest industry security standards. It should also support: • Logging and audit • Integration with Mayo County Council systems • Role and permission based access, preferably single sign-on. The solution should provide meaningful reports, and ideally allow for Power BI connectors. It should be future proofed for extensibility and possible integrations such as; CRM, Power Platform, customer contact via additional media, etc. Mayo county council is looking to source a cloud-based reception or limited call-centre solution. The reception is operated by 2-3 staff members and one supervisor, with approximately 4500 incoming calls monthly. There is a rota of 6 reception staff. Mayo County Council primarily use Microsoft Teams telephony. The solution should integrate seamlessly with our existing direct routing setup with Teams and on-premise SBCs. The solution should manage incoming calls to the main number. It should be possible to setup workflows for incoming calls, such as automatic transfer based on caller input. The solution should also include holiday and out-of-hours workflows where incoming calls are automatically redirected to messaging a service or other numbers on specified dates / times. The solution should support the setup of a main reception queue and an intuitive interface for reception staff. • Reception staff should be able to view the queue, take calls, perform minimal triage and, transfer calls o Transfers to internal Teams users/ auto attendants/ call queues or to external numbers • There should be a 1 or 2 click transfer option with minimal delays, and the possibility of blind/consultative transfers. • Real time Teams presence should be displayed and the solution should ideally recognise the Teams presence of reception staff. • Caller and callee information from Azure AD should be visible when available (Teams users). It would also be beneficial if the call logs could show, and be searched by, the user name or email as well as number The solution should be compatible with the latest industry security standards. It should also support: • Logging and audit • Integration with Mayo County Council systems • Role and permission based access, preferably single sign-on. The solution should provide meaningful reports, and ideally allow for Power BI connectors. It should be future proofed for extensibility and possible integrations such as; CRM, Power Platform, customer contact via additional media, etc.