Telephony Services

This Expression of Interest (EOI) is being invited by The Queensland Government, Department of Science, Information Technology and Innovation (DSITI) – Smart Service Queensland (Smart Service) for a replacement telephony solution for their Government Call Centre environment..

The objectives of this EOI are;

* Move off the legacy Customnet/Spectrum telephony switching platform.

* Implement a robust, efficient and modern telephony switching platform that will allow the Smart Service business to achieve operational efficiencies and deliver new services to the Queensland public.

* Multi-Channel service routing can be offered across traditional call centre entry points; counter services; kiosks and websites

* Service interactions are supported for voice, video and click to chat functionality at a minimum with capability to respond to emerging technology and service trends

* Systemised solutions that assist with optimising a highly multi-skilled contact centre operating model through forecasting, rostering and scheduling a dispersed workforce that supports the multi-channel service promise

* Systemised solutions to analyse and consistently deliver contact centre operational effectiveness and resource efficiency

* A service partner with a proven track record in providing thought leadership and rapid response service solutions that address and anticipate the unpredictability of demand for a government agency that actively participates in emergency response events

* The ability to report on and analyse contact centre data and information to a high level of detail.

* It is assumed that any proposed solution will offer VoIP (Voice over Internet Protocol) as a key feature of the product.

Smart Service accepts payment card details on behalf of Queensland government agencies for government services, Smart Service has a requirement to comply with the Payment Card Industry Data Security Standard (PCI DSS).

For detailed information on the specific goods / services sought under this tender, please review the "Requirements Documents".