Contact Centre Telephony Replacement
Tender ID: 454459
Tender Details
Tender Description
The EQC Contact Centre is the central point for our claimants, who interact through various channels such as requesting claim information, making complaints, reporting dishonesty etc.
The IT Operating Model was approved in September 2020, which has set the overarching goals for the Data Information Technology group. This model will pave a way to enable the business to meet their objectives through IT (where appropriate).
The principles of the Programme are:
1. Simplify and modernises the technology while allowing for flexibility and agility through a modular approach.
2. Move to the cloud and consolidate.
3. Flexible consumption.
4. Fit-for-purpose.
5. Enabling Surge capability.
From time to time, EQC will have a significant increase in the volume of services it requires from either a technology solution or capability, due to a Natural Disaster Event that has occurred or is imminent and solutions procured must be able to respond to this surge event. EQC have two user-based telephony systems, Mitel and MS Teams. To support the guiding principles, we want to ensure we consolidate the EQC IT operating environment and leverage key technologies off the M365 platform for EQC’s telephony.
Location
