Unified communications and contact centre solution.

Descriptions

Hexagon is seeking to procure a new telephony (Unified Communications) and multimedia Contact Centre platform to replace its existing Nortel systems. The Contract also requires the Supplier to upgrade LAN switches and implement SIP Trunks as required by the Unified Communications and Contact Centre Solution.The Solution shall provide the following the high-level functionality:Multimedia Contact Centre infrastructure:— Initially this shall be implemented for telephony and e-mail channels.— In the short to medium term the capability to add other access channels shall be provided; these shall include SMS text messaging, web-chat, social media (in particular Facebook and Twitter) and the cost of providing these modules shall be included in the tender submission and will be evaluated.— In the medium to long term it should be possible to add further emerging contact channels at incremental cost.Contact Centre integration with the Civica Contact Manager CRM System.Integration with the Red Box voice recording system currently being implemented including necessary functionality to allow compliance with PCI/DSS for card payments taken through communications channels connected to the SolutionDesktop telephony which may be developed to support Unified Communications services which include presence, instant messaging, desktop collaboration tools and audio/video conferencing.Replacement LAN switches to support an IP Telephony solution.Options which may be deployed in the future for remote/agile working for desktop and customer services staff.