Phone System Upgrade Services

An organization in Ontario, Canada is seeking a vendor to provide comprehensive phone system upgrade services. The goal is to deliver an end-to-end solution that includes migration from the existing phone system, ensuring the new system is innovative, scalable, and meets current operational demands.

Key requirements include validation of needs, custom system design, and support for emergency broadcast messaging via automated voice and/or SMS to staff and designated client groups. The upgraded system must offer configurable outbound messaging, including appointment reminders and operational notices, and support integration with scheduling systems. Proposal responses should specify messaging modalities (voice, SMS, or both), integration capabilities, and options for message customization. User mobility features such as hot-desking, device login portability, and softphone or mobile application access are also required.

The solution must enable bilingual (English/French) operation with configurable auto-attendants, bilingual recorded prompts, and call routing for French-language service delivery. Vendors should outline system capabilities for bilingual configuration, translation responsibilities, and any operational limitations. Additional requirements include configurable reporting dashboards, exportable reports, and a comprehensive migration plan addressing number porting, parallel system operation, rollback procedures, user support, and strategies to minimize downtime.