Reception / Call centre solution for Mayo County Council
Published
Description
Mayo county council is looking to source a cloud-based reception or limited call-centre solution. The reception is operated by 2-3 staff members and one supervisor, with approximately 4500 incoming calls monthly. There is a rota of 6 reception staff. Mayo County Council primarily use Microsoft Teams telephony. The solution should integrate seamlessly with our existing direct routing setup with Teams and on-premise SBCs. The solution should manage incoming calls to the main number. It should be possible to setup workflows for incoming calls, such as automatic transfer based on caller input. The solution should also include holiday and out-of-hours workflows where incoming calls are automatically redirected to messaging a service or other numbers on specified dates / times. The solution should support the setup of a main reception queue and an intuitive interface for reception staff. • Reception staff should be able to view the queue, take calls, perform minimal triage and, transfer calls o Transfers to internal Teams users/ auto attendants/ call queues or to external numbers • There should be a 1 or 2 click transfer option with minimal delays, and the possibility of blind/consultative transfers. • Real time Teams presence should be displayed and the solution should ideally recognise the Teams presence of reception staff. • Caller and callee information from Azure AD should be visible when available (Teams users). It would also be beneficial if the call logs could show, and be searched by, the user name or email as well as number The solution should be compatible with the latest industry security standards. It should also support: • Logging and audit • Integration with Mayo County Council systems • Role and permission based access, preferably single sign-on. The solution should provide meaningful reports, and ideally allow for Power BI connectors. It should be future proofed for extensibility and possible integrations such as; CRM, Power Platform, customer contact via additional media, etc. Mayo county council is looking to source a cloud-based reception or limited call-centre solution. The reception is operated by 2-3 staff members and one supervisor, with approximately 4500 incoming calls monthly. There is a rota of 6 reception staff. Mayo County Council primarily use Microsoft Teams telephony. The solution should integrate seamlessly with our existing direct routing setup with Teams and on-premise SBCs. The solution should manage incoming calls to the main number. It should be possible to setup workflows for incoming calls, such as automatic transfer based on caller input. The solution should also include holiday and out-of-hours workflows where incoming calls are automatically redirected to messaging a service or other numbers on specified dates / times. The solution should support the setup of a main reception queue and an intuitive interface for reception staff. • Reception staff should be able to view the queue, take calls, perform minimal triage and, transfer calls o Transfers to internal Teams users/ auto attendants/ call queues or to external numbers • There should be a 1 or 2 click transfer option with minimal delays, and the possibility of blind/consultative transfers. • Real time Teams presence should be displayed and the solution should ideally recognise the Teams presence of reception staff. • Caller and callee information from Azure AD should be visible when available (Teams users). It would also be beneficial if the call logs could show, and be searched by, the user name or email as well as number The solution should be compatible with the latest industry security standards. It should also support: • Logging and audit • Integration with Mayo County Council systems • Role and permission based access, preferably single sign-on. The solution should provide meaningful reports, and ideally allow for Power BI connectors. It should be future proofed for extensibility and possible integrations such as; CRM, Power Platform, customer contact via additional media, etc.
Timeline
Publish date
7 months ago
Buyer information
Mayo County Council_1127
- Contact:
- Mayo County Council_1127
- Email:
- procurement@mayococo.ie
Explore contracts and tenders relating to Mayo County Council_1127
Go to buyer profileNotice topics
Source
eTenders IrelandTo save this opportunity, sign up to Stotles for free.
Save in appTender tracking
Access a feed of government opportunities tailored to you, in one view. Receive email alerts and integrate with your CRM to stay up-to-date.
Proactive prospecting
Get ahead of competitors by reaching out to key decision-makers within buying organisations directly.
360° account briefings
Create in-depth briefings on buyer organisations based on their historical & upcoming procurement activity.
Collaboration tools
Streamline sales workflows with team collaboration and communication features, and integrate with your favourite sales tools.
Explore similar tenders and contracts
Browse open tenders, recent contract awards and upcoming contract expiries that match similar CPV codes.
- Openclosing
Request for tenders for Board Meeting Management Software System to the Policing and Community Safety Authority
Policing Authority120,000 EURPublished 9 days ago
- Openclosing
RFT for the supply of Avaya Aura Environment Maintenance and Support
Department of Social ProtectionPublished 10 days ago
- Openclosing
RFT for the supply of Fixed Voice Services
Department of Social ProtectionPublished 10 days ago
- Openclosing
Design Supply Installation and Maintenance of Audio Visual and Hybrid Meeting Technology for Sligo County Council City Hall Chamber
Sligo County CouncilPublished 10 days ago
- Openclosing
Provision of Fixed Line Services for Cork City Council
Cork City CouncilPublished 23 days ago
- Openclosing
Request for Tenders for the Provision of Maintenance and Support of Voice and Data Services
Houses of the Oireachtas Service660,000 EURPublished 24 days ago
- Unknown
Operator of the National Emergency Call Answering Service
Department of the Environment, Climate and CommunicationsPublished a month ago
- Closed
ComReg T20490 Request for Tenders (RFT) for the Provision of Non-Ionising Radiation (NIR) Surveying services to ComReg
Commission for Communications Regulation500,000 EURPublished 2 months ago
Explore other contracts published by Mayo County Council_1127
Explore more open tenders, recent contract awards and upcoming contract expiries published by Mayo County Council_1127.
- Openclosing
Reconfiguration of existing meeting room at Garrymore GAA Clubhouse to include building works as set out in appendix Provision of new doors and windows throughout the building
Mayo County Council_112750,000 EURPublished 10 days ago
- Closed
MCC Property Valuation Services - Commercial 2024
Mayo County Council_1127Published a month ago
- Closed
Contract for the provision of consultancy services for ground water monitoring at Derrinumera landfill
Mayo County Council_1127Published a month ago
- Closed
Provision of Conservation Consultancy Services and PSDP at Ardnaree Abbey, Ballina, Co. Mayo for Mayo County Council
Mayo County Council_112715,000 EURPublished 2 months ago
- Closed
Provision of Services for Development of Mayo County Council Strategic Arts Plan
Mayo County Council_112712,000 EURPublished 2 months ago
- Closed
Provision of VMware licenses and support for existing infrastructure
Mayo County Council_1127Published 2 months ago
- Closed
Engineering Consultancy Services for Specific Regional Road Improvement Schemes for Mayo County Council.
Mayo County Council_1127Published 2 months ago
Explore more suppliers to Mayo County Council_1127
Sign upExplore top buyers for public sector contracts
Discover open tenders, contract awards and upcoming contract expiries of thousands of public sector buyers below. Gain insights into their procurement activity, historical purchasing trends and more.
- Flintshire County Council
- The ACC Liverpool Group Ltd
- Bord na Mona
- Medicines Discovery Catapult
- Energy Systems Catapult
- One Manchester Limited
- TWI Ltd
- Cranleigh Parish Council
- Wessex Water Services Limited
- EPPING TOWN COUNCIL
- St Michael's CofE High School
- Great Sankey High School
- Badsey & Aldington Parish Council
Explore top sources for public sector contracts
Stotles aggregates public sector contract data from every major procurement data source. We ingest this data and surface the most relevant insights for our users. Explore our list of public sector procurement data sources below.