Telephony

Ofcom is running a market engagement exercise to discuss the Contact Centre Solutions.

Ofcom is looking to engage with experienced Contact Centre Providers to help feed into the planning of procurement and contract for our future telephony services.

Ofcom will procure a telephony solution that is resilient, secure, has call recording, call recording storage, retrieval, call routing, transcription capability, supervisor functionality including real time and historical reporting, real time wallboards and dashboards.

Through this market engagement Ofcom is seeking to understand.

• The different solutions available.
• Developments in the marketplace since we last went out to tender.
• How best to use AI technology in the delivery of our service.
• Best practice in service management in this sector.
• The impact of separating SIP trunking and contact centre elements of the contract.
• Implementation and transition, integration timelines.
• An understanding of cost models and implementation costs.

For further information please contact us as per the instructions in this document.

Lots

This procurement was divided into 1 lots, each awarded separately.