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VOIP Omnichannel Telecommunications System
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Descriptions
Wales Millennium Centre is going through an exciting digital transformation with changes planned that will improve the way the Centre operates and the services it provides.We are looking to implement a new omnichannel telecommunication system that should cover VOIP phone calls, email, webchat, and social media channels as a minimum. This should all be viewable in a single pane of glass for contact centre staff and there should be a strong BI/analytics dashboarding capability available to the supervisors and reporting capability for senior management. Standard back-office users of the system should be able to benefit from the usual phone features but also the ability to work in an agile manner and not be tied to their desk phone.The system must be cloud based (we currently run 9 Virtual Servers to handle our current legacy on-premise phone system) and must be a true omnichannel solution that can address the inefficiencies the contact centre in particular experience by trying to manage multiple disparate solutions.The intention is to engage with a strategic partner for an initial period of 3 years.NOTE: 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=132618.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
32523000 - Telecommunications facilities
32522000 - Telecommunications equipment
32429000 - Telephone network equipment
32412100 - Telecommunications network
32524000 - Telecommunications system
Keywords
telecom system
PBX hardware
network hubs
VoIP gateways
telecom stations
network routers
carrier network
base stations
telecom equipment
telephony network
voice/data system
telecom hardware devices
phone system components
signaling facilities
switching equipment
telecom infrastructure
telephony switches
telecom service network
telecommunications network
communication network system
communications infrastructure
integrated telecom system
telephone network equipment
telecommunications facilities
Workflows
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