Tender

Contact Centre Management System

LEEDS FEDERATED HOUSING ASSOCIATION LTD

This public procurement record has 1 release in its history.

Tender

20 Feb 2025 at 17:45

Tender Notice
Summary of the contracting process

Leeds Federated Housing Association Ltd is seeking to procure a Contact Centre Management System through an open procedure. This tender, classified under the Telecommunications services industry, aims to find a provider who can supply and maintain an effective inbound and outbound communications platform. The location for this procurement is Yorkshire and the Humber, United Kingdom. The procurement process is currently in the tender stage, with a deadline for bid submissions set for 26th March 2025 at 10:00 AM. The contract period will commence on 1st May 2025 and end on 30th April 2032.

This tender presents a significant opportunity for businesses specialising in telecommunications and customer contact solutions to expand their market presence. Small and medium-sized enterprises (SMEs) are particularly encouraged to apply, due to the suitability criteria favouring them. The requirement to service up to 50 concurrent VOIP users and for a system that integrates both desktop and mobile solutions means that tech companies with robust, scalable contact centre management systems are well-positioned to compete for this contract. The successful candidate will collaborate closely with Leeds Federated to enhance the quality of customer service through advanced, user-friendly technology.

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Notice Information

Notice Title

Contact Centre Management System

Notice Description

Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution.Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour.Further details are contained within the tender documents.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-6a671ec0-bfd1-4e91-9ed6-a48e98a6cbe3
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ac757965-9186-4e15-a825-3f3089a52594
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
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

CPV Codes

64200000 - Telecommunications services

Notice Value(s)

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

Notice Dates

Publication Date
20 Feb 20251 years ago
Submission Deadline
26 Mar 2025Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
30 Apr 2025 - 30 Apr 2032 Over 5 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
LEEDS FEDERATED HOUSING ASSOCIATION LTD
Contact Name
Helen Thompkins
Contact Email
hello@leedsfed.com
Contact Phone
+44 1133861000

Buyer Location

Locality
LEEDS
Postcode
LS3 1HS
Post Town
Leeds
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE42 Leeds
Delivery Location
TLE Yorkshire and The Humber
Local Authority
Leeds
Electoral Ward
Little London & Woodhouse
Westminster Constituency
Leeds Central and Headingley

Further Information

Notice Documents

Notice URLs

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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