Tender

Omni-Channel Contact Centre Solution

PORTSMOUTH CITY COUNCIL

This public procurement record has 1 release in its history.

Tender

18 Feb 2022 at 16:16

Tender Notice
Summary of the contracting process

Portsmouth City Council is currently inviting tenders for an 'Omni-Channel Contact Centre Solution' aimed at enhancing customer service across multiple channels. This procurement falls within the communication software package industry category and is located in Hampshire, United Kingdom. The open procedure for this tender is active, with the submission deadline set for 21 March 2022. The intended contract period will commence on 4 May 2022 and is expected to last until 4 May 2024.

This opportunity is ideal for businesses specialising in IT services, particularly those offering communication software and customer relationship management solutions. Companies that have experience with Microsoft Teams and can provide innovative omni-channel platforms are well-positioned to compete for this contract. The project aims to improve call distribution, recording, and customer feedback processes, thus creating a significant opportunity for growth for competent suppliers in the ICT sector.

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Notice Information

Notice Title

Omni-Channel Contact Centre Solution

Notice Description

Portsmouth City Council ('the council') is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services. The solution must be a certified Microsoft Teams solution for contact centres. The new omni-channel platform is required to replace current solutions for call distribution, call recording and interactive voice response (IVR) and to provide additional functionality to support customer service across digital channels, including email, social media and web chat, via a single omni-channel platform, to increase the use of IVR through the system to improve the customer journey and to connect online and offline customer service to support channel shift, and to enable enhanced reporting, and automated customer feedback. Additional information: Portsmouth City Council is currently in the process of seeking expressions of interest for the following project - Omni-Channel Contact Centre Solution The full details and ability to express an interest will be via our e-sourcing system Intend. This filepath will take you to the relevant area of Intend, https://in-tendhost.co.uk/portsmouthcc/aspx/Tenders/Current Once on the page you can either scroll down or use the search function to find the relevant project. Should you have any problems with the above link, please contact us on 023 9268 8235 or email: procurement@portsmouthcc.gov.uk Is a Recurrent Procurement Type? : No

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/3172fcc3-a548-4067-a335-9d79338966c8
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

32500000 - Telecommunications equipment and supplies

48445000 - Customer Relation Management software package

48510000 - Communication software package

72000000 - IT services: consulting, software development, Internet and support

72212217 - Transaction-processing software development services

72212333 - Contact management software development services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Feb 20224 years ago
Submission Deadline
21 Mar 2022Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
4 May 2022 - 4 May 2024 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
PORTSMOUTH CITY COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
HAMPSHIRE
Postcode
PO1 2BJ
Post Town
Portsmouth
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ3 Hampshire and Isle of Wight
Small Region (ITL 3)
TLJ31 Portsmouth
Delivery Location
TLJ South East (England)
Local Authority
Portsmouth
Electoral Ward
Charles Dickens
Westminster Constituency
Portsmouth South

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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