Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services

The Council requires an Internally Hosted Contact Centre Telephony and Multi-Channel Solution that enables its contact centre to manage and respond to incoming and outgoing telephone calls and all customer Interactions regardless of Channel.

The Solution should be implemented and live (Go-Live) by December 2017 at the latest.

Associated services include training, implementation, support and maintenance and ad hoc consultancy.

A Web Chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means (e.g. Phone calls and e-mail, Social Media, text message).

The Solution needs to be agile, adaptable and easily configurable by non-IT staff. It needs to provide multichannel visibility and allow Contact Centre Business Administrators and Supervisors to quickly implement operational changes.

The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls, which are handled by Call Derbyshire 24/7/365.

The Solution must be scalable, so it can be deployed to other areas of the Council if required and be responsive to changes in demand and functionality

The Council takes calls on behalf of other local authorities and Government bodies who will not have access to the Solution themselves.

The Contract shall for a period of 5 years with options to extend.

This tender is being advertised in OJEU and a contract notice was submitted on 6/2/2017 - 2017/S 027-048528