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Limerick City and County Council Corporate Telephony and Contact Centre Solution and Associated Services

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Public tender announcement organized by Limerick City and County Council_103432

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Organizer

Limerick City and County Council_103432

Tender title: Ireland – Telephone operator services – Limerick City and County Council Corporate Telephony and Contact Centre Solution and Associated Services

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Announcement publication date:

2026-08-17

Work implementation location:

Limerick.

The official organizer, Limerick City and County Council_103432, is responsible for conducting this public procurement procedure.
The award documentation specifies that the procedure targets the project named "Limerick City and County Council Corporate Telephony and Contact Centre Solution and Associated Services".
The activities covered by this contract will be performed in Limerick..
The project is expected to last 84 months.
The project is listed in the CPV nomenclature under code 79511000, which defines: Telephone operator services.

Public Tender Overview:

The Contracting Authority invites tenders for the supply, implementation, and ongoing support of a modern, resilient corporate telephony and contact centre solution to replace the existing phone system originally procured in 2017. The proposed solution must support organisation‑wide telephony requirements as well as high‑volume public‑facing services, including Customer Services and the Housing Assistance Payment (HAP) service. The objective of this procurement is to provide a stable, scalable, and fully supported solution that improves service continuity, call handling, reporting accuracy, and user experience, while integrating with the Council’s existing ICT environment. The scope of the competition is expected to include, but is not limited to: Core enterprise telephony services 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, identity services, and relevant business systems Handsets, headsets, and softphone options where required Implementation, migration, training, and transitional support Ongoing support, maintenance, and service level commitments The Contracting Authority is technology‑agnostic. Any references to existing platforms or technologies are provided for context only and shall not be interpreted as prescriptive.

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