Closed
Enhancement to current telephone system
Descriptions
BackgroundBackground information on the work Social Care Wales can be found on our website https://socialcare.wales/about.Over the next few years there will be an increase in the number of customers who will be contacting us to support them in their work.Currently we use a bespoke Customer Relationship / Records Management (Dynamics 365 CRM) database with SharePoint to manage how we work and interact with our customers. Over the next 5 years our customer base will grow from 15,000 to nearly 50,000 people.This specification describes what is required in a new phone system which will- support our customers in receiving high quality customer service- enable us to manage the increase in the volume of calls so that it is a more streamlined- provide us with data to improve on how we deliver customer serviceAims and objectivesThe overall aim is to improve the call handling, monitoring and recording of our phone system. We are not looking to change our current telephone systems hardware / software so therefore the new system must fully integrate with Skype for Business to give us cost effective customer contact centre functionality.It is a requirement that the phone system will also integrate with our CRM in order to provide a seamless end-to-end operational system.See Specification for more informationNOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=95519.The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx.Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.
Timeline
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Tender Regions
CPV Codes
48510000 - Communication software package
72261000 - Software support services
32551400 - Telephone network
79511000 - Telephone operator services
72212517 - IT software development services
48517000 - IT software package
72268000 - Software supply services
72230000 - Custom software development services
Keywords
telephone network
PSTN
voice network
telecom network
phone infrastructure
instant messaging client
unified communications tool
presence status manager
text/voice/chat platform
internal messaging hub
notification dispatcher
threaded conversation interface
real-time alert system
communication history tool
message encryption client
enterprise IT toolset
system utilities bundle
network management suite
IT service desk software
configuration deployment tool
infrastructure monitoring platform
patch management utility
IT asset inventory
IT workflow engine
systems automation package
enterprise IT module programming
backend service development
platform module coding
microservices implementation
system architecture modules
API gateway creation
backend scalability support
server-side logic design
integration adapters
IT toolchain development
tailored software solution creation
bespoke application design
domain-specific coding
end-user feature customization
requirement-driven development
custom interface building
vertical application programming
specialized backend logic
industry-aligned solution delivery
software troubleshooting
version patching services
user inquiry handling
bug ticket processing
license management support
feature request coordination
long-term software upkeep
SLA management
software distribution
licensed software supply
packaged software delivery
enterprise software provision
off-the-shelf software
software licensing
commercial software solutions
software sales
IT application supply
digital software products
telephone operator services
switchboard operations
call routing
telephony operator
PBX handling
manual telephone assistance
operator-managed calls
telephony relay
call transfer services
phone shift operations
Tender Lot Details
2 Tender Lots
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Possible Competitors
1 Possible Competitors
