CC4Teams Software Licence, Support & Enhancement Services

Overview Council is seeking a suitably qualified and experienced supplier to provide cc4teams licensing, call recording licensing, support and enhancement services for its contact centre environment. Purpose The objective of this engagement is to ensure the ongoing reliability, performance and continuous improvement of Council's contact centre solution throughout the Contract Term. Scope The scope includes: Provision of ongoing licensing for the cc4teams contact centre solution and associated call recording services Resolution of incidents and requests related to the operation of cc4teams in Council's Microsoft Teams telephony environment Delivery of incident, problem and service request support for Council's contact centre operations Support for the ongoing operation of cc4teams within Council's Microsoft Teams telephony environment Support for changes and improvements to the use of cc4teams by contact centre teams, including system enhancements, configuration changes and continuous improvement services as required Support and maintenance of Power BI reporting, dashboards and wallboards used by contact centre operators for operational and performance reporting Contractor Requirements Suitably qualified and experienced in providing cc4teams licensing, call recording licensing, support and enhancement services