FSCS is seeking to appoint a single Service Provider for a new Telephone Cloud Service Solution, this will cover licences, implementation, and support & maintenance. This will be a service procured on a subscription-based model.

FSCS would like to procure a supplier that is able to consolidate their telephony landscape and give FSCS a more effective way of managing these services. FSCS also want to tap into this supplier’s experience and use this relationship to advise on (and provide access to) new telephony and contact management technology.

This includes bringing together core telephony needs such as calls, recording and routing, but extends to future needs around integration and analytics. The objectives of the service are:

•FSCS telephony users to be able to make outbound calls, receive inbound calls and make internal calls, put calls on hold, consult with colleagues, forward calls to internal and external destinations, and receive voicemails.

•FSCS operational managers to be able to listen to calls and provide in-call advice to the call handler.

•Record, retrieve and replay appropriate classes of calls.

•Support multiple devices, including hard phones, turrets, soft phones and mobiles.

•FSCS telephony users to be able to make and receive calls via FSCS' Microsoft Teams

The Foundation Services

These services are mandatory and will need to be provisioned from the start of the service. They are critical to the functioning of FSCS.

* Core Telephony Requirements

* Non-Geographic Telephone Numbers

* Voicemail

* Agent Call Groups

* Interactive Voice Response

* Call Recording

The Future Services

The following Services are those which the Service Provider must be able to supply at a future date to be determined by FSCS. The solution provided must be inherently capable of supporting these capabilities (by expansion if necessary), although they are not immediately required.

* Interaction Management

* Customer Relationship Management (CRM) Integration

* Interaction Analysis

* IVR Natural Language Processing & Conversational AI

* Contact Centre

The specification in the procurement documents contains the full details of the requirements on what is mandatory and what is desirable for each service