WCC - Contact Centre Telephony

Warwickshire County Council (the "Council") is seeking a Supplier to provide a Contact Centre telephony solution/service (the "Solution").

The Solution must include the following core requirements:

• be cloud-based and delivered as software as a service ("SaaS") through standard web browsers, which must include but is not limited to Google Chrome, Microsoft Edge, Apple Safari and Mozilla Firefox, with no client installation of the Solution required;
• capable of integration with the Council's existing infrastructure and applications (e.g., CRM, workflow management tools, Council SIP trunks, etc.), preferably via fully documented and open APIs;
• able to fully integrate with Microsoft Teams;
• capable of delivering omnichannel communications including IVR;
• scalable user numbers with the capacity to accommodate over 750 total users and over 300 concurrent users.

The Solution must further allow select Council users to perform day-to-day administration tasks including:

• managing user accounts (where this is not performed through federated ID management);
• recording voice messages;
• editing form options; and
• managing call queues.

Additional information: This contract was awarded under Regulation 32 of the Public Contracts Regulations 2015 following a further competition conducted via CSS Framework RM3808 to which no suitable tenders were received.