Corporate Telephony and Contact Centre Solution and Associated Services
Overview
Fit Score
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SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
Clarification Deadline: June 5th, 2026
Tender Deadline: June 22nd, 2026
QUESTION DEADLINE
Issuing Agency
Limerick City And County Council
Organization overview and procurement intelligence available on paid plans.
DESCRIPTION
This RFP seeks a provider for a comprehensive corporate telephony and contact centre solution, including all necessary associated services, for organizational use in Ireland. The solution must support standard corporate telephony, customer service operations, and dedicated services for the Housing Assistance Payment (HAP) Shared Services Centre. A key objective is to enhance reliability, reporting accuracy, continuity of service, and overall user experience.
Vendors are required to deliver an end-to-end telephony service that is technology-neutral and incorporates a flexible call carriage approach. The contact centre platform should be enterprise-grade to handle sustained, high-volume, public-facing interactions, with specific attention to Customer Services and HAP requirements. Essential features include advanced call handling, IVR, call flows, agent and supervisor functions, robust reporting and analytics, integration with Microsoft 365 and identity tools, call recording and compliance controls, resilience for business continuity, and comprehensive security and access control measures. Considerations also extend to network and QoS dependencies, accessibility of handsets and peripherals, and future-ready AI-enabled capabilities. Vendors must submit questions by June 5, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due June 22, 2026. Questions must be submitted by June 5, 2026.
- Who issued this RFP?
- It was issued by Limerick City And County Council. The work is located in Limerick, Ireland.
- Who is a good fit for this opportunity?
- Experience in deploying enterprise-grade telephony and contact centre solutions
- Proven track record with integrations for public sector or shared service environments
- Expertise with Microsoft 365, advanced analytics, and AI-enabled contact centre features
- Demonstrated capability in delivering secure, resilient communication platforms in Europe
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