An organization in the UK is seeking a vendor to deliver a modern, cloud-based telephony and contact centre solution. The objective is to replace the current Mitel systems with a platform that enhances communications functionality, supports multisite operations, and integrates with existing business systems such as Rubixx and Microsoft.

The required solution should provide features including call recording, call reporting, and basic contact centre capabilities for all users. Device options, such as handsets and headsets, should be available for staff needing physical equipment, alongside support for softphones, desk phones, and mobile applications. Migration to the cloud-based solution is expected, with ongoing support, maintenance, and business continuity services to ensure reliable operations into the future.

Additionally, the solution should facilitate multi-entity reporting and billing, offering scalable functionality to meet evolving business needs. Vendors are expected to possess experience in deploying integrated telephony and contact centre platforms within multisite environments.