Source: https://tendernation.io/opportunities/01a13c62-4f2a-71a4-9551-0097b5c0ee92/salesforce-integrated-telephony closed GB open procedure Suitable for SMEs # Salesforce Integrated Telephony [National Citizen Service](https://tendernation.io/buyers/national-citizen-service) Estimated value £600,000 to £2,100,000 Published 27 Feb 2020 Deadline Closed 30 Mar 2020 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender National Citizen Service (NCS) is the country's fastest-growing youth movement, a rite of passage for all teenagers aged 15-17 to discover who they are and what they can do. Nearly 500,000 young people have already taken part. Find out more at [ncsyes.co.uk](https://www.ncsyes.co.uk) NCS currently has the following opportunity for the provision of Integrated Telephony Solution for NCS Network NCS have been using Salesforce for the last 5 years and have had integrated telephony platform for 3 years. The Trust has built up our contact centre experience as an organisation and need to scale the implementation to be able to work with a wider range of organisations and increased support for remote agents and complexity of routing. NCS want to procure a solution that will co-terminate with our Salesforce contract in approximately 2 years 5 months with a commencement date of 1st August 2020. The expected value of the contract is anticipated to be valued at £400,000 - £600,000 per annum. The required outputs of this service should be inclusive of but not limited to; Capability to be able to make phone calls and automatically log these in Salesforce. Able to record calls securely in order to review at a later date Fully integrated PCI payment system that deals with stopping and resuming the call recording. Automatic dialing of lists stored within Salesforce. Capability to be able to dial from static lists/reports in Salesforce. Capability to be able to route to advisors based on criteria within Salesforce. Capability to be able to have context specific IVR messages based on data within Salesforce. The functionality for customers to be able to leave voice messages and to be securely stored Reporting suite that makes use of internal Salesforce & Einstein reporting. Monitor usage, agent utilisation and workforce and provide reporting. Compatibility with workforce management systems. The ability to be able to pop the right screen within Salesforce when a call comes in. Ability to be able to create transcripts of calls for analysis. Ability to be able to define & automate customer contact strategy. Gamification & wallboards. The ability to be able to identify and present a local phone number in different regions. The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced. The solution should be able to be scalable and flex and shrink with demand. Upto 1,500 users at peak and down to 500 at low periods. The solution should be highly maintainable. High uptime for contact centres that are mission critical and require high availability. If you are interested in bidding for this opportunity, please register on the NCS Supplier Portal at [ncs.bravosolution.co.uk](https://ncs.bravosolution.co.uk) Once you are registered then click on 'ITT's open to all Suppliers' and select 'ITT\_116' then click the 'express an interest' button to gain access to the relevant documents. The closing date is 30/03/2020 at 14:00. Read full description ## CPV classification Telephone network equipment Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/ebee19aa-6c8d-4910-bec2-effe89e2fe9d) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. 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