Habeinteg Housing Association - Telephony Solution

Currently, our internal staff use Microsoft Teams for internal collaboration, chat, and video meetings. However, our external telephony and customer-facing operations remain on a legacy, on-premises Avaya IP Office system. We are now seeking to migrate our telephony to Microsoft Teams Voice and implement a certified Omnichannel Contact Centre solution. Indicative user volumes are as follows: approximately 139 internal staff users (Teams Voice) who work across the UK and 8 contact centre users (agents/supervisors) who either work from home or from Habinteg's Head Office in Bradford. These figures are provided for sizing and commercial modelling purposes and may be refined during procurement. A modern solution is needed to support staff consistently across office and home working. The goal is not just to replace telephony, but to improve how tenant contact is handled, monitored, and supported.