Contact Centre Telephony
This is a contract result notice, not an open opportunity. Details from the official award data.
The procurement contact named on the official notice.
Warwickshire County Council (the "Council") is seeking a Supplier to provide a Contact Centre telephony solution/service (the "Solution").
The Solution must include the following core requirements: - be cloud-based and delivered as software as a service ("SaaS") through standard web browsers, which must include but is not limited to Google Chrome, Microsoft Edge, Apple Safari and Mozilla Firefox, with no client installation of the Solution required; - capable of integration with the Council's existing infrastructure and applications (e.g., CRM, workflow management tools, Council SIP trunks, etc.), preferably via fully documented and open APIs; - able to fully integrate with Microsoft Teams; - capable of delivering omnichannel communications including IVR; - scalable user numbers with the capacity to accommodate over 750 total users and over 300 concurrent users.
The Solution must further allow select Council users to perform day-to-day administration tasks including: - managing user accounts (where this is not performed through federated ID management); - recording voice messages; - editing form options; and - managing call queues.
What the notice asks for
The Solution must include the following core
The Solution must include the following core requirements:.
Be cloud-based and delivered as software as
be cloud-based and delivered as software as a service ("SaaS") through standard web browsers, which must include but is not limited to Google Chrome, Microsoft Edge, Apple Safari and Mozilla Firefox, with no client installation of the Solution required;.
Capable of integration with the Council's existing
capable of integration with the Council's existing infrastructure and applications (e.g., CRM, workflow management tools, Council SIP trunks, etc.), preferably via fully documented and open APIs;.
Able to fully integrate with Microsoft Teams
able to fully integrate with Microsoft Teams;.
Capable of delivering omnichannel communications including IVR
capable of delivering omnichannel communications including IVR;.
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- OCID
- ocds-h6vhtk-03b4ec
- Stage
- award · Awarded
- Source
- Find a Tender
- Buyer ref
- 008257-2023
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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