Donegal County Council intends to use this RFT to replace our existing telephony infrastructure with a new IP d system. It also intends to replace our existing Contact Centre solution and implement a Unified Communications solution also.

It is intended that the successful tenderer will design, supply, install and implement a new IP telephony system capable of meeting the needs of a diverse and dispersed organisation to include unified messaging and unified communications. The tenderer  will also supply and implement a customer call center system, which will facilitate the processing and management of voice d communications and also communications via other virtual channels, e.g. email, sms, chat, social media. This system will integrate with existing systems within the organisation e.g. CRM, to support our customer service.

Any proposed solution must consider all existing elements and examine them in the context of an ICT service catalogue regarding redesign, replacement and/or upgrade, while considering a return on investment over the duration of the contract. This statement is not a limitation on the vendor products that may be offered. Any potential RFT solution must consider the change management control and transition requirements from the existing voice, video and collaboration solutions.

Donegal County Council’s priority is to implement a solution to replace our current telephony infrastructure and contact center system, with minimum downtime or interruption to our daily business services. Donegal County Council will be seeking to use this system and features associated with this system, to improve communications with our customers and also internal communications.