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Notice Summary

Title:
UK-Coventry: Unified Communications (OPEN EARLY ENGAGEMENT)
Document Ref:
GB003ZM295828
Document Type:
Contract Notice - Other
Published By:
Orbit Group Limited
Date Published:
13 May 2019
Deadline Date:
27 May 2019
Document Source:
Framework/DPS:
No
Alert Profile:
Labels:

Notice Abstract

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.

Notice Details

CONTRACT NOTICE – NATIONAL

SERVICES

1 Authority Details

1.1

Authority Name and Address

Orbit Group Limited
N/A
Coventry UK
Orbit Procurement Team N/A
procurementhelp@orbit.org.uk N/A

1.2

Address from which documentation may be obtained

As in 1.1

1.3

Completed documents must be returned to:

As in 1.1

2 Contract Details

2.1

Title

Unified Communications (OPEN EARLY ENGAGEMENT)

2.2

Description of the goods or services required

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.

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

Location of contract Any region

3 Conditions for Participation

3.1

Minimum standards and qualification required

4 Administrative Information

4.1

Type of Procedure

The procedure type is unknown.

4.2

Reference number attributed to the notice by the contracting authority

n/a

4.3

Time Limits

   27-05-2019  Time 10:00

4.5

Language or languages in which tenders or requests to participate can be drawn up

EN 

4.6

Tender Submission Postbox

5 Other Information

5.1

Additional Information

Please visit the following portal to view this notice:

https://www.contractsfinder.service.gov.uk/Notice/4b8599fa-61b7-4b62-828f-572ea1b91358?p=@FQxUlRRPT0=NjJNT08=U

Please email your response to procucurementhelp@orbit.org.uk no later than 10:00am 27th May 2019.

(MT Ref:295828)

5.2

Additional Documentation

5.3

Publication date of this notice

 13-05-2019

Current Notes