Limerick City and County Council Corporate Telephony and Contact Centre Solution

Limerick City and County Council seeks a supplier to provide, implement, and support a modern corporate telephony and contact centre solution to replace their existing 2017 phone system. The solution must support organisation-wide telephony and high-volume public-facing services, including Customer Services and Housing Assistance Payment (HAP) services. Key requirements include: core enterprise telephony with call queues, hunt groups, IVR and call flow management; contact centre functionality for agents, supervisors, and administrators; reporting, analytics, and call recording capabilities; integration with Microsoft 365 and identity services; provision of handsets, headsets, and softphone options; full implementation, migration, training, and transitional support; and ongoing maintenance with defined service levels. The council is technology-agnostic and welcomes solutions from any vendor that meet functional requirements and integrate seamlessly with existing ICT systems. This is an opportunity for telecommunications providers and contact centre solution specialists to demonstrate how their platforms can improve service continuity, call handling, reporting accuracy, and overall user experience for a large public sector organisation.