VoIP Telephony and Contact Centre Solutions Information Session - - PowerPoint PPT Presentation

VoIP Telephony and Contact Centre Solutions

Information Session

Bid 4/11/1/2/02-13

6 June 2013 @ 11:00

Hannes Combrink

Agenda

1 Telephony and / or Contact Centre 2 Electronic Submission 3 Dispersed sites and Infrastructure 4 Implementation 5 Questions

Telephony and / or Contact Centre

• One bid but:

– Respond to either or both – Consider on-premise and / or hosted solutions

• On-premise options:

– Equipment owned – Equipment rented – Combination

• PABX rented
• Phones owned

Electronic Submission

• Submit on paper as per SCM requirements
• Also electronic version on CD / DVD
• Electronic Documents:

– Use provided MS Word / Excel – Complete electronically – Submit in their original format MS Word / Excel – Do NOT print and scan or convert to pdf and then submit – Only relevant for the Documents / Forms that calls for electronic submission

Dispersed Sites and Infrastructure

• Sites:

– All over South Africa

• Ability to serve and support at site
• Bid Includes access to Internet (Diginet type solution

preferred – not DSL)

– Some sites very remote – Regularised areas

• Access
• Times of access

– Support resources available

• IT technology support outsourced
• Gijima – perhaps work together

Dispersed Sites and Infrastructure

• Infrastructure

– WAN

• Telkom MPLS / VPNS
• Upgraded to Diginet or ME
• VSAT

– LAN

• Non PoE
• In process of upgrading switches at key sites
• Assume non-PoE in pricing

– CRM

• SANParks has taken the in-principle decision to use Microsoft

Dynamics CRM

• Thus Contact Centre Integration with this CRM is important

– Call Recorder

• SANParks currently uses a Libra Call Recorder on premise

Implementation

• Phased approach
• Immediate PABX requirement for:

– Head Office (Pretoria) – Skukuza (KNP) – Mount Pleasant (Cape Regional Office) – Kloofnek (Table Mountain North) – Tokai (Table Mountain Office)

• Contact Centre

– Ericsson Aastra in use – Digital – Upgrade / add-on could be a consideration provided converted to VoIP technology

• Pricing schedules are based on typical sites / sizes to

understand implications

Questions

• Questions:

– Questions received and the Responses thereon will be sent to all Representatives here today.

• Closing date clarity:

– 26 June 2013 @ 11:00 (not 21 June 2013!)

• Telkom PBX systems are dominant in quantity (Are they all due for

replacement?)

– The bid document states that it will be a phased implementation as and when current systems reach the end of their contract periods.

• Head Office also makes use of a call centre solution that is

integrated into the PBX system. (What call centre system/type is this?)

– The tender document calls for a NEW Contact Centre Solution to replace the current (Ericsson Astra) system. – However an upgrade to the current Ericsson Aastra could also be an

• ption

Questions (continued)

• “SANParks recognise that not all sites will have sufficient telephony

users to warrant a VoIP solution. Also some sites are dependent on VSAT technology for their Voice Services due to the remoteness of the site and hence an integrated VoIP solution may also not be feasible.” Does this mean SANParks will not implement due to cost

• f VSAT?

– Not necessarily. Cost versus benefit will guide SANParks.

• Does the bid cater for contracted agents that work from home and
• ther centres that should share the same facilities no matter their

connection?

– Yes, see bid document:

• 1.4 B. b. “… We also operate smaller contact centres at some of our branches

and would like to extend the central facility to those centres as well.”

• 2.2.2 a) b. “Extend to other physical sites where contact centre agents may

also reside”

• 2.2.2 a) c. “Extend to external travel agents systems if their own systems are

also IP enabled”

• ???