Award

Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team

BRITISH COUNCIL(THE)

This public procurement record has 2 releases in its history.

Award

05 May 2021 at 10:20

Award Notice
Tender

09 May 2019 at 15:50

Tender Notice
Summary of the contracting process

The British Council, based in Manchester, is currently in the procurement stage of an open tender for the "Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team." This procurement falls under the telecommunications industry category, specifically aimed at the installation of telecommunications equipment. The tender period ends on 30th May 2019, with a contract period beginning on 22nd July 2019 and running until 21st July 2020. The total value of the contract is £163,000, and an accelerated open procedure is being utilised due to a prior Information Notice issued on 22nd January 2019.

This tender presents a significant opportunity for businesses specialising in telecommunications solutions, particularly those offering cloud-based telephony services. Companies that can demonstrate their capabilities in providing innovative and flexible contact centre solutions, as well as the necessary management software, would be well-suited to compete. With the potential for a successful pilot to lead to further deployment across the British Council’s global operations, this contract could facilitate considerable growth for successful bidders.

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Notice Information

Notice Title

Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team

Notice Description

Our global customer service function consists of circa 1,000 staff based in offices in over 100 countries. Our UK contact centre is the organisation's flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total - 15 Advisors, 3 Team Leaders and 1 Contact Centre Manager, plus the Global Customer Contact Manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution and associated management software of that telephony solution for use in a contact centre environment, removing the need for traditional hardware such as on-site servers and desk-based phones. We do not wish to purchase any other elements of contact centre channel management platforms. This solution will be piloted in the UK contact centre and, subject to a successful and satisfactory pilot, will be rolled out further across the network. Additional information: Bidders will be required to register on British Council's e-Tendering portal In-Tend hosted at https://in-tendhost.co.uk/britishcouncil in order to take part in the tender process. Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return. Bidders will also be required to demonstrate their capability and 'means of proof' will be required. These conditions are outlined in the ITT.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7a5adfe1-a067-4e0f-bafa-8a5ed479cbd1
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/66fd432b-1cf7-44c1-88b4-5a6098a3286b
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Accelerated Open procedure (above threshold)
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

45 - Construction work

CPV Codes

45314000 - Installation of telecommunications equipment

Notice Value(s)

Tender Value
£163,000 £100K-£500K
Lots Value
Not specified
Awards Value
£95,000 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
5 May 20215 years ago
Submission Deadline
30 May 2019Expired
Future Notice Date
Not specified
Award Date
21 Jul 20196 years ago
Contract Period
21 Jul 2019 - 21 Jul 2020 1-2 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
BRITISH COUNCIL(THE)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
MANCHESTER
Postcode
M1 6BB
Post Town
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD33 Manchester
Delivery Location
Not specified
Local Authority
Manchester
Electoral Ward
Piccadilly
Westminster Constituency
Manchester Central

Supplier Information

Number of Suppliers
1
Supplier Name

IMI MOBILE EUROPE

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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