Published date: 13 December 2022

This notice was replaced on 17 July 2023

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Awarded contract (published 17 July 2023)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Contract summary

Industry

  • Statistical software package - 48463000

Location of contract

England

Value of contract

£0

Procurement reference

SCDC001-DN647726-72499345

Published date

13 December 2022

Closing date

20 December 2022

Closing time

1pm

Contract start date

6 March 2023

Contract end date

31 March 2023

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

Overview
A reporting solution is required for Microsoft Teams Direct Routing. The reporting solution must be able to provide detailed reports for MS Teams Auto Attendants, Call Queues & Individual Teams Telephony Users for both internal & PSTN calls.

Solution Capabilities
The solution must be able to report on the following statistics: Call Volumes, Call Duration, Queue Wait Times, Presence of Queue Members, Caller ID, Abandoned Calls, Missed Calls, Start-time/End-time, Visualisations of Call Legs (on-hold/presented/answered)

Data Presentation
Historical/Real-time Data must be presentable in pre-configured dashboards, as well as exportable to Excel. Reports must be able to be scheduled.

Accessibility
The solution will be used by Call Queue Team owners, Team Leaders & the Management team.
Ideally, we are looking for a managed service that once set up will allow the users of the system to serve themselves for any reporting needs, without having to rely on the Council's Shared IT Service for any regular data transfers.

The Councils are therefore looking for a suitably qualified and experienced supplier to provide this reporting solution.

The solution must be already in existence and a turnkey solution, being a commercially off the shelf solution.

More information

Links

About the buyer

Contact name

Sean Missin

Address

South Cambridgeshire Hall
Cambourne Business Park
Cambourne
CB23 6EA
United Kingdom

Telephone

+44 1954713378

Email

sean.missin@scambs.gov.uk

Website

https://www.scambs.gov.uk