Replacement Telephony system including contact centre functionality

Concepts

• glasgow
• telecommunications services
• contact centre functionality
• replacement telephony system
• ongoing telephony expenditure ability
• a hosted telephony system
• system
• replacement
• includes
• include

Location

Glasgow

Description

Replacement Telephony system including contact centre functionality.

Total Quantity or Scope

Partick Housing Association is seeking proposals for a hosted telephony system to support the organisation of 50 users, which includes 45 staff members and additional phone points in meeting rooms. The contract term will be 3 + 2 years. The primary improvement we are looking for over our existing setup is robust call reporting and analytics. This will help us better manage and optimise our communication processes. Our office features an open-plan layout, with all staff members using laptops. It’s important to consider hardware options for those who prefer using desk phones. Key requirements for the new system include: A hosted platform geographically located to comply with GDPR regulations. The support services provider must be based in the UK. This is to ensure that they can provide timely on-site support if necessary. Unlimited Outbound Calling minutes with all license types (within the UK as a minimum) to aid in the predictability of ongoing telephony expenditure Ability to ‘mix and match’ license types to ensure that all users’ needs are catered for, without the need to spend on functionality that isn’t required by all users Call Reporting and Analytics: Enhanced call reporting and analytics to improve our understanding of call metrics and performance. CRM Integration with our housing management system Homemaster. Simplicity in both deployment and ongoing support to ease the burden on the internal IT team. Integration with Microsoft Teams. PCI-DSS compliant

Renewal Options

Ongoing provision required after 3+2 year term ends to be negotiated. Options for one-off costs for handsets and headsets if replacement is required in year 1 to be shared.

Award Criteria

CPV Codes

• 64200000 - Telecommunications services

Indicators

• Bids should cover the whole contract.
• Options are available.
• Renewals are available.
• Financial restrictions apply.
• Performance considerations apply.
• Professional qualifications are sought.
• Award on basis of price.

Other Information

NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=780379. The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx. Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems. (SC Ref:780379) Download the ESPD document here: https://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=780379