Corporate and Contact Centre Telephony Services Tender

This further competition is aimed at securing a five year contract with a single supplier for the provision of a secure cloud-based corporate telephony and contact centre services in a single unified communications system, specifically:

• Provision of telephony services which support the longer-term structure and service delivery models for the council as a whole and as an ICT service;

• Corporate telephony requirements - provision of secure cloud-based services to all staff for inbound and outbound calls, including integration with our Microsoft Teams offering; and,

• Contact centre telephony requirements - provision of secure cloud based, full contact centre specific functionality which allows for queue and demand management, call routing, interactive voice response, set within an omnichannel platform which includes: online, email, messaging audio and video conferencing as necessary.

• Provision of service reporting covering: corporate telephony, comprehensive contact centre reporting and service management (incident) reporting.

As such the Customer is seeking to work with a providers of such services who have specialist capability in the relevant lot (Lot 10 Unified Communications) and whose approach to service delivery, performance and contract management has a strong focus on customer service, financial service, process efficiency and effectiveness and innovation.

The SE Shared Services eSourcing portal provides a web-based tool that provides a simple, secure and efficient means for managing tendering and quotation activities, reducing the time and effort required for both buyers and potential bidders.

In order to submit a tender for this procurement, you are required to register your company on SE Shared Services portal and upload your tender electronically through the eSourcing portal prior to the tender closing date and time.