Provision of Telephony Services

Tender description

Caledonia Housing Association Limited has awarded a direct call-off contract to Social Telecoms CIC under the Procurement for Housing (PfH) Framework for Lot 3 - Total Communications Solutions. The contract, for a period of three years with an optional two-year extension, aims to replace the current telephony system. The new solution will be a cloud-based telephony service to eliminate dependency on the current hosting arrangements and address issues with outdated technology and poor supplier performance. Lot 1: The contract covers the design, supply, implementation, and ongoing support of a cloud-based unified communications solution to replace Caledonia Housing Association’s legacy telephony infrastructure. Delivered by Social Telecoms CIC under the Zoom platform, the solution provides integrated voice and video communications, AI-enhanced call management, Zoom Rooms for collaboration and room booking, call transcription, and PCI-DSS compliant secure payment capabilities. It supports both office-based and mobile staff, improving communication, service delivery, and user experience across the organisation. The contract was awarded under the Procurement for Housing (PfH) Framework – Lot 3 (Total Communications Solutions).