Objectives

The primary objective of this RFI is for Sasria SOC Limited to gather information on available IP telephony and unified communications solutions that can modernize and enhance its current voice and communication environment. The organization aims to identify scalable, secure, and flexible solutions that support enterprise voice services, collaboration, mobility, and customer engagement across various user profiles and locations. The insights will inform future procurement strategies, including potential RFPs or RFQs, to ensure the selected solution aligns with operational, technological, and service delivery objectives.

Scope

The scope of this RFI includes:

• Assessment of market offerings in IP telephony, unified communications, and contact centre solutions.
• Evaluation of deployment models (on-premises, cloud, hybrid).
• Understanding of solution capabilities such as telephony, collaboration, mobility, and contact centre functionalities.
• Integration options with existing systems like Microsoft 365, Teams, Active Directory, CRM platforms, and reporting tools.
• Security, compliance, resilience, and business continuity features.
• Implementation, migration approaches, and support models.
• Indicative commercial and licensing structures.

Technical Requirements

The technical requirements outlined in the RFI include:

• Telephony Capabilities: Extension management, inbound/outbound calling, hunt groups, auto attendant, voicemail, call forwarding, transfer, pickup, queues, conferencing, directory services.
• Unified Communications: Support for IP handsets, softphones, conference phones, analogue devices, mobile clients, BYOD considerations.
• Contact Centre Features: Automatic call distribution, skills-based routing, IVR, call recording, quality management, supervisor tools, reporting, omnichannel capabilities.
• Integration: Compatibility with Microsoft 365, Teams, CRM platforms, SIP trunk providers, session border controllers, APIs, connectors.
• Security & Compliance: Encryption, identity/access controls, audit logs, role-based administration, data residency, backup/recovery, certifications.
• Resilience & Business Continuity: Redundancy, failover, disaster recovery, remote site survivability, service monitoring, SLAs.
• Implementation & Migration: Discovery, assessment, design, number porting, testing, training, cutover, post-support, minimal disruption migration from Avaya.
• Deployment Flexibility: Phased or modular implementation options, training, change management, knowledge transfer.

Skills Requirements

Proposals should demonstrate the bidder’s expertise in:

• IP telephony and unified communications solutions design and deployment.
• Integration with enterprise platforms such as Microsoft 365, Teams, CRM systems.
• Security and compliance standards relevant to telecommunications solutions.
• Migration planning and execution, especially from legacy systems like Avaya.
• Support and maintenance of complex communication environments.
• Change management and end-user training for new communication systems.