GSG seeks to deliver improvement within its business processes and customer contact through the deployment of Unified Communications and Multi Media Contact Centre services. These will service a variety of communications channels which include traditional telephony, e-mail, instant messaging, video and collaboration is required, together with Presence and other services associated with a modern communications solution. The solution must be capable of integrating with GSG's CRM solution (Orchard Housing Customer Dashboard) and other systems in use in GSG, e.g. MS Outlook. Customers will benefit from a consistent handling of calls at first point of contact, no matter how they choose to contact the organisation. The systems must work in a multi site environment supporting fixed (desk based), mobile, remote and flexible working for Contact Centre and all other staff using a range of devices.