LOT 1 Provision of SIP Communications Support RM6116 4A - AWARD

In-Tend e-Tendering · awarded 18 September 2024

Who

Buyer	In-Tend e-Tendering West Yorkshire
Supplier	Charterhouse Voice & Data Ltd
Category	services
Classification	Radio, television, communication, telecommunication and related equipment CPV 32000000
Notice published	26 September 2024

What it is for

Together Housing is seeking a suitably qualified and capable provider, for the provision of its Session Initiation Protocol ("SIP") Telecommunications support, capable of supporting/providing PCI DSS Type A compliance throughout the provision of service. Such procurement is being conducted through Lot 4A (Analogue Telephony) of the Crown Commercial Services "Network Services 3" Framework (reference RM6116) (the "Framework"). THA is running two (2) concurrent procurements as "Lots" in relation to this provision, which will result in the award of two contracts. This RFQ document forms Lot X of this procurement activity. Further information can be found in the "instructions for completion" section (Section 1.4) of this document. Together Housing currently operates an on-premise contact centre solution, utilising the Netcall Liberty Converse product suite. Calls into such solution are routed via a 0300 platform into two concurrent SIP provisions (with calls apportioned on a managed "Active/Active" allocation basis), before passing into the solution for a CX agent to manage the call. The current SIP operating model also allows for the routing of inbound calls to remote-working CX agents (typically receiving calls via mobile), routing through the Netcall CX solution on an "inbound to outbound" basis to the remote worker. Whilst the vast majority of calls routed through the SIP provisions are inbound, THA also utilises the facility for outbound calls, as may be required by staff in the performance of their duties and with all such outbound calls routed through the SIP (as defined above) via the Netcall solution. THA has further identified a requirement to improve its posture in relation to Payment compliance, and is seeking to attain and maintain "PCI DSS - SAQ A" Compliance…

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