Scottish Government - telephony, unified communications and contact centre: FOI release

Information requested

1. Who is the manufacturer of the following solutions installed within your organisation please?
2. Which company supports the solution(s) for the organisation?
3. What is the duration of the contract? (start date and end date)
4. What is the typical budget spend on telephony, unified comms and contact centre?
5. Who in the organisation is responsible for telephony, unified communications and contact centre?

Response

1. Who is the manufacturer of the following solutions installed within your organisation please?
a. Telephony – Mite
b. Unified Communications – Microsoft
c. Contact Centre – Mitel

2. Which company supports the solution(s) for the organisation?
a. Telephony – Daisy
b. Unified Communications – Exactive
c. Contact Centre – Daisy

3. What is the duration of the contract? (start date and end date)
a. Telephony – No contract renewal date for handset maintenance.  Handets are treated as consumables as it it more cost effective to replace handsets once the warranty has lapsed.
b. Unified Communications – Contract duration one year from November 2018 to November 2019.
c. Contact Centre – Contract duration three years from March 2018 to March 2021

4. What is the typical budget spend on telephony, unified comms and contact centre?
a. £66,000 this current financial year for the Telephony/Contact Centre.
b. £6000 for Unified Communications over the period November 2018 to November 2019.

5. Who in the organisation is responsible for telephony, unified communications and contact centre?
a. Mark Hagart, iTECS Head of Datacentres and Networking

About FOI
The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.