Proposals are hereby invited for the following: Appointment of a service provider for the provisioning of an integrated cloud-based contact centre solution and an end-to-end cloud telephony solution for the NLC for a period of five years. Scope of works, services and deliverables: Phase 1: Cloud-Based Contact Centre and Telephony Solution Implementation: 1. Contact Centre Setup: a. The current Contact Centre and Telephony Solution is ZYCOO VoIP PBX; b. Establish an independent cloud-based contact centre to enable both on-prem and remote work for up to 50 Call Centre Agents; c. Inbound call handling includes porting the current numbers including the ShareCall number; d. Provide additional softphone licenses for 300 users; e. The current Telephone Number in use is a share call number: 08600 65383; f. No handsets will be required, softphone licences are required. 2. Automatic Call Distribution (ACD): a. Implement automatic routing of calls to specific agents or skill sets. 3. Interactive Voice Recording (IVR): a. Provide easy-to-manage IVR options, self-help for customers, and an emergency skill set feature; b. The Bidder must configure the Voice Announcements with implementation of the system. 4. Reporting: a. Implement a robust recording system with different reporting options, including real-time and historical data. This should include at least; service levels, calls offered, answered, abandoned, calls waiting, average talk time, list, and agent status etc; 5. Call Queue Management System: a. Manage users, queues, and skill sets with remote monitoring of calls and accessible from mobile devices; b. Wallboards with Dashboards to display real time reports according to requirements; c. Provision of an Email or SMS based OTP authentication mechanism. 6. Call Recordings: a. Implement comprehensive call recording, retrieval based on search criteria, export and email options, and integration with NLC"s Enterprise Solution data store and in compliance with NLC’s Data Retention Policy. 7. Call Quality Management: a. Conduct agent interaction monitoring, silent, barge, whisper functionality, and call quality scoring/customer feedback. 8. Omnichannel Integration: a. Integrate voice, Webchat, SMS, and social media for seamless routing, reporting, and recording; b. Integration with MS Outlook, MS-Teams WhatsApp for business. The duration of the Programme licensing and Support services is for a period of five (5) years from the date of signing of the Service Level Agreement (SLA). (Тендер №110178170ru)