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 resolve issues around system reliability, reporting accuracy, service continuity, and user experience. The requested solution must support general corporate telephony, Customer Services, and the Housing Assistance Payment (HAP) Shared Services Centre. The scope of work covers an end-to-end telephony service utilizing a technology-neutral and call-carriage approach. The chosen provider must deliver solution architecture, core telephony, and a robust, enterprise-grade contact centre capability with queue management to support sustained high-volume, public-facing services. Specific requirements span call handling, Interactive Voice Response (IVR), call flows, agent functional requirements, supervisor and management capabilities, and reporting and analytics. The agency also requires integration with Microsoft 365 and identity systems, call recording and compliance features, resilience and business continuity planning, network and quality of service dependencies, and security and access control. Additionally, the provider must address handsets, peripherals, accessibility, and artificial intelligence enabled capabilities, while defining exclusions and assumptions. Performance of all contracted work will take place offsite. Eligibility is strictly limited to onshore organizations based in Ireland. The agency has not disclosed a specific budget and is looking for proposals to define the financial parameters. All clarification questions regarding this procurement must be submitted no later than June 5, 2026.