TC939 Provision of Telephony / Unified Communications

Manchester City Council's current telephony system becomes end of life in 2019. In addition, there is no upgrade path available for the existing platform that supports the organisation's approach to new ways of working and increased flexibility / agility and, as a result, there isn't a result a path which aligns to the ICT Strategy. In order to align the telephony solution to the ICT Strategy the Council is looking to procure a new, supported, secure and flexible telephony platform. In line with the ICT Strategy direction and principles to adopt a 'Cloud First' approach, the Council requires the new solution to be provided via a Software as a Service (SaaS) model. The new solution will enable colleagues to communicate from any device and, within the collaboration platform, to initiate / receive / participate in a call, or hangout, and see presence visibility. It will also enable the contact centre to interact with citizens of Manchester, either over the phone or through the Council's website.