Published date: 14 May 2019
Last edited date: 14 May 2019
Closed early engagement
Contract summary
Industry
Communications control system - 32573000
Software package and information systems - 48000000
Location of contract
Any region
Procurement reference
ORBIT001-DN409698-86759678
Published date
14 May 2019
Closing date
25 May 2019
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
No
Description
We are interested to hear from anybody that are able to service the following requirement:
Orbit are replacing their incumbent contact centre platform due to forthcoming technology obsolescence and future integration requirements.
Replacement Solution -
Orbit envisage the future contact centre solution meeting the following criteria
• Orbit do not wish to host any infrastructure within their datacentres and would look to SaaS or hosted solutions as a preference
• Orbit are about to implement a new ERP system using Microsoft Dynamics 365 and want to ensure any future telephony platform offers flexible methods of integration into this system.
• Orbit wish to ensure that there is a flexible approach to licencing to allow growth and shrinkage as the technology needs of the business change during the aforementioned system rollout.
• The solution must support up- to 100 total voice and multimedia agents
• The solution must include:
- Webchat.
- Email.
- Call recording.
- Screen recording.
- Call quality scorecards
- Wallboards
- MI reporting
• The solution should ideally provide the ability for data to be pushed to/requested from Workforce management applications such as NICE Total view e.g. call arrival volumes/times, intraday data, average handling times for forecasting/scheduling purposes.
• Orbit are about to implement Microsoft Teams as a digital workplace and non-contact centre phone system. Any prospective solution should offer a means of call transference and ideally presence sharing between systems.
Please email your response to procurementhelp@orbit.org.uk no later than 10:00am 25th May.
About the buyer
Contact name
Orbit Procurement Team
Address
Garden Court
Harry Weston Road, Binley Business Park
Coventry
CV3 2SU
England
Telephone
0
Website
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Closing date: 25 May 2019