Call centre

Description

Devon County Council (DCC) Require an intelligent, highly configurable contact centre technology solution to sit on top of our SfB infrastructure to service the contact centres listed in the invitation to tender and with the flexibility to provide additional sites, or different combinations of sites, as business requirements evolve. The solution should also provide Voice-mail facilities for SfB users, flexible call queuing, IVR and directory services with speech recognition, whereby callers can ask for a member of staff, or a service by name. Devon County Council (DCC) operates an internal voice/telephone network which comprises 13 Unify Realitis DX TDM PABXs and a Unify dual node OpenScape Voice VOIP platform. These are linked together via proprietary SIP Trunking running across a managed service MPLS network. The network hosts about 7 000 extensions, spread across approx 40 sites. Most extensions have an associated DDI number for incoming calls. DCC flexible method of working uses a speech recognition directory to send calls to the users' nominated device, i.e. desk extension, mobile, home line, provided by a dual node Netcall Liberty platform. This platform also provides our voice-mail service and some IVR and auto attendant services for some of the smaller contact routes into the authority. DCC also operates a 60 seat contact centre, (Tiverton). This is based on a Unify Realitis DX PABX with intelligent call routing and reporting provided by OpenScape Contact Centre (OSCC).