Purchasing of Telephony Services for University Clearing Days

Tender description

Provision of a hosted contact centre and telephony solution to support the University's student recruitment and enquiry handling activities, particularly during peak Clearing periods. The service includes cloud-based contact centre functionality, automated call distribution, IVR call routing, workflow automation, and integration with Microsoft Teams and the University's existing telephony systems. The contract also covers ongoing support and maintenance, service availability management, analytics and reporting, and professional services to support configuration, optimisation, and training. The solution enables the University to manage high volumes of inbound and outbound calls efficiently and reliably during critical recruitment periods. Lot 1: Provision of a hosted contact centre and telephony service to support the University's student recruitment and enquiry handling activities, including high-volume call handling during Clearing periods. The service comprises cloud-based contact centre software, automated call distribution, IVR call routing, workflow automation, and integration with Microsoft Teams and the University's existing telephony infrastructure. The contract includes the supply of concurrent agent licences, SIP telephony channels, inclusive call minutes, and associated hosting services, together with ongoing support and maintenance, service availability management, analytics and reporting, and professional services for configuration, optimisation, and user training. The service is required to provide a stable, scalable, and resilient platform capable of supporting peak demand periods and business-as-usual operations.