Unified Communications

SYHA is looking to replace the existing system with a Unified Communications Solution that is fully integrated with Office 365.

The key requirements for the replacement solution are:

• A Telephony and Contact Centre solution which can be used from any location using any device i.e. That is any office, from home and even when working as a mobile user.
• Contact Centre solution which provides omni-channel options e.g. voice, email, web chat, social media and txt integration using any form of these communications for inbound and outbound contacts.
• PCI DSS compliant call recording solution which automatically pauses and then starts call recordings for the customer services and repairs contact centres.
• A Call Recording solution which records all calls coming in and out of the business from any location. The Call Recording Solution must also have a facility to evaluate and score the recorded calls.
• Wallboard software to display call queues, important messages, etc.
• CTI integration to screen pop customer records which are held in SYHA's Housing management system from Civica.
• The solution that can be resiliently provisioned and which has no single points of failure for all components.
• The solution needs to easily accommodate growth and contraction of users across SYHA.