AVALIE DIGITAL LTD
Cloud Telephony & Contact Centre Unification Strategy
Avalie Digital provides strategic implementation for merging disparate council telephony into unified cloud contact centres. We rationalise IVRs, routing, and numbering for new Unitary Authorities. Specialising in migrating legacy PBX (Avaya, Cisco) to modern CCaaS platforms, we enable flexible working and seamless staff transitions.
Features
- Legacy PBX to Cloud Contact Centre (CCaaS) migration.
- Unified telephony integration with Dynamics 365 and Salesforce CRMs.
- Consolidating multiple numbering plans and complex IVR structures.
- Secure, enterprise-grade Microsoft Teams Phone System implementation.
- Omnichannel design for Voice, Webchat, and Social Media flows.
- Enabling secure hybrid and home working for contact agents.
- Strategic procurement support for consolidated telephony and CCaaS contracts.
- Rationalising call flows to improve efficiency and resident experience.
- Custom real-time analytics dashboards for performance and demand monitoring.
- Secure decommissioning of costly legacy ISDN and SIP trunks.
Benefits
- Significant financial savings on line rental and hardware maintenance.
- Unified resident access through a single, easy-to-remember phone number.
- Total location flexibility for secure staff access via internet.
- Enhanced disaster recovery with built-in cloud redundancy and resilience.
- Data-driven IVR designs and AI triage for faster routing.
- Real-time analytics and workforce management to predict call spikes.
- Scalable to handle peak call volumes like Council Tax billing.
- Consistent customer service metrics across the entire organisation.
- Accelerated digital-first strategies integrating voice with digital webchat.
- Reduced technical debt by moving to modern SaaS platforms.
Business architect
| £450.00 |
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| £550.00 |
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| £850.00 |
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| £1,150.00 |
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Data architect
| £850.00 |
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| £850.00 |
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| £1,150.00 |
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Enterprise architect
| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Network architect
| £850.00 |
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| £850.00 |
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| £1,250.00 |
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Security architect
| £850.00 |
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| £975.00 |
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| £1,250.00 |
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Solution architect
| £850.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Technical architect
| £700.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Chief data officer
| £1,250.00 |
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Chief information security officer
| £1,250.00 |
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Chief technology officer
| £1,250.00 |
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Cyber security audit and assurance
| £1,150.00 |
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| £1,250.00 |
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Cyber security governance and risk management
| £700.00 |
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| £1,150.00 |
|
| £1,250.00 |
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Cyber security monitoring
| £550.00 |
|
| £850.00 |
|
| £975.00 |
|
Cyber security incident response
| £700.00 |
|
| £1,150.00 |
|
| £1,250.00 |
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Cyber security vulnerability management
| £700.00 |
|
| £850.00 |
|
| £975.00 |
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Cyber security digital forensics
| £700.00 |
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| £1,150.00 |
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| £1,250.00 |
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Cyber security testing
| £700.00 |
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| £1,150.00 |
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| £1,250.00 |
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Cyber security secure design
| £700.00 |
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| £1,150.00 |
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| £1,250.00 |
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Analytics engineer
| £450.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Data analyst
| £450.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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Data engineer
| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Data ethicist
| £1,150.00 |
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| £1,250.00 |
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Data governance manager
| £850.00 |
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| £975.00 |
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| £1,250.00 |
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Data scientist
| £450.00 |
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| £550.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Machine learning engineer
| £1,150.00 |
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| £1,250.00 |
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Performance analyst
| £550.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Application operations engineer
| £700.00 |
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| £700.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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Business relationship manager
| £850.00 |
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| £975.00 |
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| £1,150.00 |
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Change and release manager
| £850.00 |
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| £850.00 |
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| £1,150.00 |
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Command and control centre manager
| £700.00 |
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| £850.00 |
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| £975.00 |
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| £1,250.00 |
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End user computing engineer
| £550.00 |
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| £700.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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IT service manager
| £700.00 |
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| £850.00 |
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| £975.00 |
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| £1,250.00 |
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Incident manager
| £975.00 |
|
| £1,250.00 |
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Infrastructure engineer
| £550.00 |
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| £700.00 |
|
| £850.00 |
|
| £975.00 |
|
| £1,150.00 |
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Infrastructure operations engineer
| £550.00 |
|
| £700.00 |
|
| £850.00 |
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| £975.00 |
|
| £1,150.00 |
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Problem manager
| £850.00 |
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| £975.00 |
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Service desk manager
| £450.00 |
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| £550.00 |
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| £850.00 |
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| £1,250.00 |
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Service transition manager
| £550.00 |
|
| £700.00 |
|
| £850.00 |
|
| £1,150.00 |
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Business analyst
| £450.00 |
|
| £550.00 |
|
| £700.00 |
|
| £850.00 |
|
| £975.00 |
|
| £1,150.00 |
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Delivery manager
| £700.00 |
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| £850.00 |
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| £1,150.00 |
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| £1,250.00 |
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Digital portfolio manager
| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Product manager
| £700.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Programme delivery manager
| £1,250.00 |
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Quality assurance testing (QAT) analyst
| £450.00 |
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| £550.00 |
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| £700.00 |
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| £850.00 |
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Test engineer
| £550.00 |
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| £700.00 |
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| £850.00 |
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| £975.00 |
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Test manager
| £975.00 |
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| £1,250.00 |
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Development operations (DevOps) engineer
| £450.00 |
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| £550.00 |
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| £700.00 |
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| £975.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,150.00 |
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| £1,250.00 |
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| £1,250.00 |
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Frontend developer
| £450.00 |
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| £550.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Software developer
| £450.00 |
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| £550.00 |
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| £850.00 |
|
| £975.00 |
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| £975.00 |
|
| £1,150.00 |
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| £1,150.00 |
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| £1,250.00 |
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| £1,250.00 |
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Accessibility specialist
| £550.00 |
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| £850.00 |
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| £975.00 |
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| £1,250.00 |
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Content designer
| £550.00 |
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| £700.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Content strategist
| £850.00 |
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Graphic designer
| £550.00 |
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| £700.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Interaction designer
| £550.00 |
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| £700.00 |
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| £850.00 |
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| £975.00 |
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| £1,150.00 |
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| £1,250.00 |
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Service designer
| £550.00 |
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| £700.00 |
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| £850.00 |
|
| £975.00 |
|
| £1,150.00 |
|
| £1,250.00 |
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Technical writer
| £700.00 |
|
| £850.00 |
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User researcher
| £450.00 |
|
| £550.00 |
|
| £700.00 |
|
| £850.00 |
|
| £975.00 |
|
| £1,250.00 |
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Standards and certifications
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ISO/IEC 27001 certification
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No
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ISO 28000:2022 certification
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No
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ISO 9001 certification
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No
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Quality management systems (QMS)
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Yes
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CSA STAR certification
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No
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PCI certification
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No
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Cyber essentials
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Yes
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Cyber Essentials Certificate Number
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7958e0f8-1a4c-4565-86be-08703aec5124
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Cyber essentials plus
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No
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Cyber Essentials Alternative
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In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
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Other security certifications
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No
Social value
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Mission: Kick start economic growth
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To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority
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Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
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Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
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Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
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Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
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Volunteering opportunities for staff
Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.
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Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
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Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises
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Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
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Mission: Make Britain a clean energy superpower
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To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero
Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.
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Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
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Mission: Break down barriers to opportunity
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By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain
Policy Outcome 6: Employment and training: For those who face barriers to employment
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Working conditions which promote an inclusive working environment and promote retention and progression
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Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.
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Understanding of issues relating to entering the contract workforce
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Mission: Build an NHS fit for the future
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That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.
Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.
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Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
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Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
Service documents
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