Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team

The British Council is looking for further information on goods and/or services within the marketplace to meet the requirements set out below.

We look forward to hearing about your capabilities but would emphasise that this PIN Engagement is intended not to require significant new material to be prepared but is an opportunity for you to demonstrate how your goods and/or services can fulfil our requirements.

Our global customer service function consists of circa 1,000 staff based in offices in over 100 countries.

Our UK contact centre is the organisation's flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM.

It consists of 20 staff in total - 15 Advisors, 3 Team Leaders and 1 Contact Centre Manager, plus the Global Customer Contact Manager.

In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution with full call centre telephony functionality without the need for traditional hardware (i.e. on-site servers and deskbased phones).

We wish to find out about products offering the telephony solution only - please note that we are not wishing to purchase any other elements of contact centre channel management platforms.

At this stage we are not looking for a detailed plan or delivery proposal as this will be requested at the Request for Proposal/Invitation to Tender stage.

However, it would be helpful if you could also provide an indicative estimate of cost (not a quotation) and likely timescales required to deliver this project.