Customer Contact as a Service

Norfolk County Council wishes to procure a new customer contact telephony service. Norfolk County Council currently has a managed contact centre telephony service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. Norfolk County Council has 160 agents in the 6 service areas. The current contract ends March 2024 but is not in support, therefore Norfolk County Council wishes to procure and migrate as soon as possible.