HBC 0921 THE PROVISION OF A MITEL TELEPHONY UPGRADE, ENHANCEMENT AND SUPPORT OPTIONS - AWARD

Hertsmere Borough Council would like to review the current support contract for its Mitel telephony platform and enhance the service in specific areas. MXe telephony and contact centre servers were originally installed in 2016 and the existing contract expires in September 2021.

The enhancements specified in this tender are:

• i)Software Upgrade to the latest version
• ii)Integration with Microsoft Teams
• iii)Social Media addition to contact centre reporting
• iv)Historic reporting through call logging for all users
• v)Optional service relocation to the cloud

Scope:

• i)Supply, install, configure and support the upgrade of Mitel software for all components of the system to the latest (fully tested) levels of software, or migrate the existing Mitel licenses to a cloud hosted solution.
• ii)Supply, install, configure and support integration to Microsoft Teams
• iii)Option to supply, install, configure and support the addition of Social Media to the contact centre
• iv)Supply, install, configure and support a call management/logging system
• v)Update or replace the call recording system
• vi)Provide or take over existing connectivity to the public telephone network provider
• vii)Re-provide or take over existing SIP trunks or direct links
• viii)Provide a call charge rate card and/or inclusive bundles
• ix)Design and support a solution for the transition from the existing set up to the new enhanced version, whether on-premise or cloud
• x)Design and deliver a user adoption strategy and training to ensure maximum return on investment and achievement of strategic goals.

The council is requesting a response for both on-premise and cloud solutions. The decision on which option to go with will be made during the tender process and the decision on which supplier wins will be based on one chosen solution.

The quotation documents can be accessed from the 'My Tenders' area of the Supply Hertfordshire website and selecting the 'View Details' button of this project.

Please note the deadline for returns and allow sufficient time to make your return as late returns will not be permitted.

Any questions relating to this quote should be made via correspondence on the website and can be addressed to the main contact as shown in the details above.