Telephony - Single Unified Contact Centre Solution

At Yorkshire Housing (YH), our business strategy is our roadmap into the future and is driven by our ambition to be customer obsessed. To provide homes and places to be proud of.

We want to be Pre-emptive to shift dealing with issues before they happen and at Yorkshire Housing we're transforming the way we operate. We're levering new technologies to deliver a pre-emptive customer experience and creating an innovative environment for colleagues. It's a big change and it's really exciting. We've started on our journey to develop and roll out Salesforce across YH. It's the first big step in our bid to revolutionise our customer and colleague experience. Further information about us can be found here: https://www.yorkshirehousing.co.uk/

To help us with this, we are seeking a SaaS based telephony solution which will also integrate with our Salesforce CRM system for the implementation of service cloud voice. The solution must have a strong proven track record of integrating seamlessly with Salesforce for our front-office staff, as well as the capability to leverage Microsoft Teams as a softphone to provide contact centres functionality for our back office staff.

A summary of our requirements is shown in the attachment to this notice. If you have a solution that you think meets these requirements, please send us the details along with an estimated cost for budgetary purposes. We will then use this information to formulate our Invitation to Tender.

Your response should be sent to YHtenders@yorkshirehousing.co.uk by 17.00 on Tuesday 22nd August 2023.

**PLEASE NOTE, DEADLINE NOW EXTENDED TO 17.00 THURSDAY 24th AUGUST.**