Unified Communications

We are interested to hear from anybody that are able to service the following requirement:

Orbit are replacing their incumbent contact centre platform due to forthcoming technology obsolescence and future integration requirements.

Replacement Solution -

Orbit envisage the future contact centre solution meeting the following criteria

• Orbit do not wish to host any infrastructure within their datacentres and would look to SaaS or hosted solutions as a preference

• Orbit are about to implement a new ERP system using Microsoft Dynamics 365 and want to ensure any future telephony platform offers flexible methods of integration into this system.

• Orbit wish to ensure that there is a flexible approach to licencing to allow growth and shrinkage as the technology needs of the business change during the aforementioned system rollout.

• The solution must support up- to 100 total voice and multimedia agents

• The solution must include:

- Webchat. - Email. - Call recording. - Screen recording. - Call quality scorecards - Wallboards - MI reporting

• The solution should ideally provide the ability for data to be pushed to/requested from Workforce management applications such as NICE Total view e.g. call arrival volumes/times, intraday data, average handling times for forecasting/scheduling purposes.

• Orbit are about to implement Microsoft Teams as a digital workplace and non-contact centre phone system. Any prospective solution should offer a means of call transference and ideally presence sharing between systems.

Please email your response to procucurementhelp@orbit.org.uk no later than 10:00am 27th May.