Award

Contact Management

THE GUINNESS PARTNERSHIP LTD

This public procurement record has 3 releases in its history.

Award

08 Mar 2023 at 12:01

Award Notice
Tender

23 May 2022 at 09:19

Tender Notice
Tender

19 May 2022 at 07:38

Tender Notice
Summary of the contracting process

The Guinness Partnership Ltd is seeking to replace its Customer Contact Centre capabilities to provide a Managed Service. The procurement process involves Contact Management services, targeting the Contact management software package industry category, with a contract value of £1,260,000. The procurement method is selective with a Restricted procedure. The tender period ends on 24th June 2022, with the contract period spanning from 4th December 2022 to 4th January 2028.

This tender by The Guinness Partnership Ltd offers opportunities for businesses providing CCaaS services with capabilities in areas like Omni channel services, contact centre management, and cloud hosting. Small and medium-sized enterprises (SMEs) are specifically encouraged to participate in this procurement process. Businesses well-versed in providing contract systems analysis, programming services and contract administration may find this tender suitable for growth and development.

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Notice Information

Notice Title

Contact Management

Notice Description

Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects: * Omni channel capabilities * Multiple, segmented Contact Centre capabilities * Call and Queue Management * Agent and Customer journey and experience * Call Quality & Monitoring tools * Customer Identification and Verification features * Call Delivery, IVR, management, conferencing routing and recording * Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features * PCI process and compliance * MI Reporting * Digital signage - wallboards * Workforce Management capabilities * Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI * Cloud Hosting * UK hosted cloud data centres are preferred The SQ documents are available on https://procontract.due-north.com and the project reference is DN612881

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/2731712c-2d89-4669-ad71-5661ec02bd6a
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Restricted procedure
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

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

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

CPV Codes

48333000 - Contact management software package

72245000 - Contract systems analysis and programming services

79994000 - Contract administration services

Notice Value(s)

Tender Value
£1,260,000 £1M-£10M
Lots Value
Not specified
Awards Value
£2,373,431 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
8 Mar 20232 years ago
Submission Deadline
28 Jun 2022Expired
Future Notice Date
Not specified
Award Date
21 Dec 20223 years ago
Contract Period
19 Jan 2023 - 18 Jan 2028 Over 5 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
THE GUINNESS PARTNERSHIP LTD
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
NW1 3FG
Post Town
North West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI36 Camden
Delivery Location
Not specified
Local Authority
Camden
Electoral Ward
Regent's Park
Westminster Constituency
Holborn and St Pancras

Supplier Information

Number of Suppliers
1
Supplier Name

8X8

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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