Planning

Contact Centre Software Enhancement

THIRTEEN HOUSING GROUP LIMITED

This public procurement record has 1 release in its history.

Planning

24 Jun 2024 at 09:26

Market Engagement Notice
Summary of the contracting process

The THIRTEEN HOUSING GROUP LIMITED is planning to enhance their contact centre software through a tender process titled "Contact Centre Software Enhancement". The industry categories for this procurement include Software package and information systems as well as Call centre services. The engagement end date is set for 19th July 2024. The organisation is based in MIDDLESBROUGH, England, with the procurement stage currently at the planning phase.

This tender for Contact Centre Software Enhancement by THIRTEEN HOUSING GROUP LIMITED presents an opportunity for small and medium-sized enterprises (SMEs) specializing in software solutions and call centre services. Businesses interested in improving customer experiences, automating quality management, and enhancing risk and compliance measures would be well-suited to compete for this contract. The deadline for suppliers' engagement is the end of July, with a limited number of suppliers being sought to participate in the upcoming open tender.

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Notice Information

Notice Title

Contact Centre Software Enhancement

Notice Description

We are currently engaging with suppliers in the market to further understand our requirements for a Contact Centre Solution Software solution to plug into our current VOIP Contact Centre Solution. We are looking to enhance our current contact centre solution. Our customers are truly at the heart of what we do here at Thirteen and we are exploring the external market to support us with our journey around striving to continually improve our colleague and customer experience to: - Deliver exceptional front line agent experiences to improve employee productivity and engagement as well continuing to strive to enhance our customers experience to create Happy Customers. - Automation of Quality Management to effectively and proactively manage QA at scale, driving quality outcomes and improving CX. - Risk & Compliance - Understand Voice and omni channel conversations to uncover the insight needed to ensure compliance is met with every interaction and to reduce any risks. - Customer Sentiment/Speech analytics to allow us to easily identify trend, failure, repeat issues and hot spots to improve the overall customer experience as well as to identify additional support/coaching requirements for agents to improve the overall customer journey. - Reports - Full suite of reports which are easily configured, exported and within standard formats. We are looking to speak with a limited number of suppliers with the aim of going out to Open Tender the end of July. The purpose of this is to build our understanding of our requirements and what is available on the market currently. Please email procurement@thirteengroup.co.uk with any key points you aware of from experience that is often missed. To take part in this potential upcoming tender please ensure that you are registered on our portal: https://in-tendhost.co.uk/thirteengroup.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/6241bc16-0389-47ea-bb43-1cc575f1e647
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Market Engagement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

48000000 - Software package and information systems

79512000 - Call centre

Notice Value(s)

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

Notice Dates

Publication Date
24 Jun 20241 years ago
Submission Deadline
Not specified
Future Notice Date
19 Jul 2024Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
THIRTEEN HOUSING GROUP LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
MIDDLESBROUGH
Postcode
TS2 1QG
Post Town
Cleveland
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC3 Tees Valley
Small Region (ITL 3)
TLC32 South Teesside
Delivery Location
Not specified
Local Authority
Middlesbrough
Electoral Ward
Central
Westminster Constituency
Middlesbrough and Thornaby East

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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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