The City of Port Phillip Council is seeking Request for Information (RFI) for an Enterprise Telephony and Contact Centre system with the objective of modernizing and enhancing our customer experience. Enterprise telephony includes Contact Centre and all non-contact centre users, extensions, hunt groups, and inbound/outbound calling services. Scope: Council expects that the proposed solution will enhance the customer and employee experience as well as leverage advances in technology to provide a modern and future proof system. We are deeply committed to keeping customer experience as a top priority, while also achieving a more efficient operation of the systems. The solution should not only demonstrate excellence in this domain but also exhibit scalability and robust integration capabilities to seamlessly connect with our other core systems eg. Technology One (OneCouncil), The proposed system must be modern, cloud-based and is expected to excel in all key areas including but not limited to the following: Enhanced customer experience (CX) • Omnichannel Support: Integrate voice, chat, email, SMS, and social media into a single platform for seamless interactions. • AI-Powered Features: Intelligent call routing, real-time sentiment analysis, and virtual assistants for faster resolution. • Self-Service Options: IVR enhancements, chatbots, and knowledge bases reduce wait times and improve convenience. • Personalisation: Access to customer history and analytics enables tailored interactions. Operational Efficiency • Real-Time Analytics: Dashboards for queue monitoring, agent performance, and service trends. • Automation: Streamlined workflows for call routing, reporting, and quality assurance. • Rapid Updates: In-house control over IVR, announcements, and configuration changes without dependence on a vendor. • Scalability: Easily adjust capacity for seasonal demand or emergencies. Workforce Flexibility • Hybrid Work Enablement: Agents can operate from anywhere with secure cloud access. • Integration with Collaboration Tools: Native integration with Microsoft Teams and other platforms. • Mobile Accessibility: Support for remote and mobile agents without complex VPN setups. Alignment with Councils ICT architectural principles • Cloud-based platforms: to enhance flexibility, security, and scalability. • Reduced ICT overhead: Minimise reliance on internal resources for on-premises hardware and maintenance. • Enhanced security and compliance: Leverage vendor-managed infrastructure with industry standard controls (encryption, MFA, patching). • Improved disaster recovery and cyber resilience: Built-in redundancy and rapid recovery capabilities. • Integration capability: Seamless interoperability with other Council systems (e.g.One Council). • Cost efficiency: Lower ongoing maintenance and infrastructure costs. Out of Scope The following items are out of scope for the purpose of this RFI • Replacement of Councils current CRM system • Internal business process redesign • End user device procurement Disclaimer: This Request for Information (RFI) does not create any representation, either express or implied, that: -any invitation or procurement process will proceed; or -if an invitation or procurement process does proceed, that the Participant's offer or other form of application (if any) will be given any preference or special consideration. This RFI is intended solely to gather information to inform Council's future procurement strategy. It is not a request for proposal or commitment to procure.