SMS Service

Tender description

Bournemouth University (“BU” or the “University”) has a requirement to replace its existing SMS solution which has reached end of life. SMS messages are used as part of a multi-channel communication approach to engage with students. Approximately 35,000 messages are sent each year. Scenarios where SMS communication is used include the following: • Automated messages to notify of timetable changes and cancellations • Applicant interview details • Appointment notifications and reminders • Wellbeing and engagement contact • Sports centre information and promotions • Urgent alerts to university first-aiders The replacement SMS service may include, but is not limited to, the features listed below: Core Functionality • Ability to convert email into SMS messages. • Extract subject/body and trim to SMS character limits. • Deliver to UK and international mobile phone numbers. • Ability to create custom message templates. • Replies matched to the originating outbound message and delivered to sender. • Ability to prioritise messages and specifically send high-priority alerts. Message Routing and Delivery • Retry failed messages and report failures. • Ability to schedule or delay delivery based on recipient time zone. • Ability to schedule messages on an ad-hoc or recurring basis. Logging and Reporting • Maintain logs of all messages sent and received. • Ability to view message stats, delivery success rates and errors. Compliance and Security • Potential to encrypt messages. • Provide means for recipients to opt out of SMS communications. • Ability to define retention periods for message history. Integration • Potential ability to integrate with other systems (e.g. case management, CRM). Administration and Support • Seamless access (preferably via Single Sign On) to system for message sending, receiving, managing users and viewing logs/reports. • Notification of failed messages and gateway issues. • Option to establish message quotas with notification when close to quota threshold. • Defined service-level agreement for support.