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.