Telephone solution for Dynamics365 Customer Service app

Closed

Telephone solution for Dynamics365 Customer Service app

Tender ID: 542085

Tender Details

Organisation:

Inspector-General of Taxation

Tender #:

RFI-01887

Status:

Closed

Publish Date:

26 October 2023

Closing Date:

30 November 2023

Tender Description

We need a solution that integrates with D365 Customer Service app that will provide the following functionality

1. Integrates into D365 that allows a user to

make outbound calls using the details stored within the Case or Contact
When an inbound call is received the system will identify the caller and open the relevant case (if one exists)
Allow a caller to manually dial a number
All calls made within D365 must be recorded by default

2. Automatically stores the phone recording either within D365 or externally to D365 but adds a link to the recording within the case.

3. Provides a separate phone app that users can use outside of D365. Calls within this app are unrecorded.

The users and their needs

The Inspector General of Taxation and Taxation Ombudsman investigates complaints against the ATO. We are not a call center as such, but do have a 1300 number that people call in on and dial an extension to talk to their investigator.

We are a small team of 35 users.

Location

New South Wales : Central West : Far North Coast : Far West : Hunter : Illawarra : Mid North Coast : Murray : New England : Orana : Riverina : Southern Highlands : Sydney