Preliminary Market Engagement -Omni Channel Contact Centre/ACD, CRM, Web CMS and Telephony

Leicester City Council ("the Council") are commencing a formal process to obtain market intelligence on offerings in the market on both commercial off the shelf solutions as well as any build offerings in open source platforms, eg MS Power platform (or alternate) in relation to options around the replacement of predominantly the Contact Centre, ACD and telephony platforms, but also where there maybe synergies between open source platforms such as ID management, web CMS and/or CRM etc.

We are keen in understanding and exploring all suggestions to what services could be offered to provide;

• A full Omni Channel / Contact Centre solution with a secure customer portal with MFA authentication and CRM capability or with D365 Integration capabilities to manage Customer cases. This is currently provided by a combination of Granicus and Microsoft Dynamics 365 platforms.
• A Web CMS platform that supports SSO and offers feedback capability. In addition, it should be able to manage our estate of microsites hosted on different domains/URLs.
• ID Management: & Linking Other Data
• Consider alternatives to Microsoft Teams telephony.

Before commencing a formal tender process, we are keen to seek market information from organisations that may have an interest or expertise in this field. The information provided will be used to help inform and shape the requirements in our specification.