FHICT021 supply/implement Unified Communcations & Contact Centre

Futures Housing Group currently utilises Cisco Unified Communications Manager (CCUM) with IPFX. To enable strategic objectives relating to customer 'channel shift' and improved organisational communications a Unified Communications system with multi channel Contact Centre is required. The supplier must also provide services to take over supporting the organisations existing Cisco based LAN/WAN infrastructure (currently provided by the existing CCUM/IPFX incumbent).

Organisational communication improvement via telephone, email, instant messaging, video and desktop sharing/collaboration is required, with customers benefitting from multiple communication channel options including telephone, email, SMS, Skype, web chat and video, being managed by our Customer Services Teams via a Contact Centre in a consistent manner at first point of contact. The UC and CC systems must work in a multi site environment supporting fixed (desk based), mobile, remote and flexible working team members using a range of devices.

Existing ISDN based communications are to be replaced with SIP to enable efficiencies, rationalisation and improve organisational resilience and flexibility. Upgrade and/or replacement options for the existing CCUM and IPFX systems will be considered.

Futures Housing Group has identified Microsoft Lync 2013 as a potential UC system and Aspect Unified IP and Enghouse EICC (formerly Zeacom) as potential CC solutions and is seeking proposals by Competitive Dialogue either based upon these systems or upon equal and approved alternatives meeting or exceeding the same capabilities