Limerick City and County Council Corporate Telephony and Contact Centre System Tender

Limerick City and County Council seeks qualified vendors to supply, implement, and support a modern telephony and contact centre solution to replace their existing 2017 system. The solution must serve the entire organisation's telephony needs while supporting high-volume customer-facing services including Customer Services and Housing Assistance Payment (HAP). Required capabilities include: core enterprise telephony with call queues, hunt groups, IVR and call flow management; contact centre functionality for agents, supervisors, and administrators; comprehensive reporting, analytics, and call recording; seamless integration with Microsoft 365, identity services, and existing business systems; provision of handsets, headsets, and softphone options; implementation, migration, training, and transition support; and ongoing maintenance with defined service levels. The Council is technology-agnostic and welcomes solutions from all qualified suppliers. References to existing platforms are contextual only and do not restrict proposed approaches.