Ireland - Corporate Telephony and Contact Centre Solution and Associated Services

The issuing agency is seeking a vendor to provide a corporate telephony and contact centre solution along with associated services. This procurement aims to support corporate telephony, Customer Services, and the Housing Assistance Payment Shared Services Centre while improving reliability, reporting accuracy, service continuity, and user experience. The agency requires a technology-neutral, end-to-end telephony service and call carriage approach. The scope of work covers solution architecture, core telephony, and a robust, enterprise-grade contact centre capability to support sustained, high-volume, public-facing services. Specific requirements include call handling, interactive voice response, call flows, agent functional requirements, supervisor capabilities, and reporting analytics. The requested solution must also integrate with Microsoft 365 and identity systems, provide call recording and compliance, ensure resilience and business continuity, manage network and quality of service dependencies, enforce security controls, supply handsets and peripherals, and offer artificial intelligence enabled capabilities. Eligibility is restricted to onshore organizations based in Ireland. The agency requires the performance of the work to be conducted offsite. Bidders must submit proposals with pricing, as the agency is currently looking for budget proposals to determine the cost. All questions regarding this procurement must be submitted to the agency no later than June 5, 2026.