Notice Information
Notice Title
Salesforce Integrated Telephony
Notice Description
National Citizen Service (NCS) is the country's fastest-growing youth movement, a rite of passage for all teenagers aged 15-17 to discover who they are and what they can do. Nearly 500,000 young people have already taken part. Find out more at www.ncsyes.co.uk NCS currently has the following opportunity for the provision of Integrated Telephony Solution for NCS Network NCS have been using Salesforce for the last 5 years and have had integrated telephony platform for 3 years. The Trust has built up our contact centre experience as an organisation and need to scale the implementation to be able to work with a wider range of organisations and increased support for remote agents and complexity of routing. NCS want to procure a solution that will co-terminate with our Salesforce contract in approximately 2 years 5 months with a commencement date of 1st August 2020. The expected value of the contract is anticipated to be valued at PS400,000 - PS600,000 per annum. The required outputs of this service should be inclusive of but not limited to; Capability to be able to make phone calls and automatically log these in Salesforce. Able to record calls securely in order to review at a later date Fully integrated PCI payment system that deals with stopping and resuming the call recording. Automatic dialing of lists stored within Salesforce. Capability to be able to dial from static lists/reports in Salesforce. Capability to be able to route to advisors based on criteria within Salesforce. Capability to be able to have context specific IVR messages based on data within Salesforce. The functionality for customers to be able to leave voice messages and to be securely stored Reporting suite that makes use of internal Salesforce & Einstein reporting. Monitor usage, agent utilisation and workforce and provide reporting. Compatibility with workforce management systems. The ability to be able to pop the right screen within Salesforce when a call comes in. Ability to be able to create transcripts of calls for analysis. Ability to be able to define & automate customer contact strategy. Gamification & wallboards. The ability to be able to identify and present a local phone number in different regions. The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced. The solution should be able to be scalable and flex and shrink with demand. Upto 1,500 users at peak and down to 500 at low periods. The solution should be highly maintainable. High uptime for contact centres that are mission critical and require high availability. If you are interested in bidding for this opportunity, please register on the NCS Supplier Portal at https://ncs.bravosolution.co.uk Once you are registered then click on 'ITT's open to all Suppliers' and select 'ITT_116' then click the 'express an interest' button to gain access to the relevant documents. The closing date is 30/03/2020 at 14:00.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-b5fd17-ebee19aa-6c8d-4910-bec2-effe89e2fe9d
- Publication Source
- Contracts Finder
- Latest Notice
- https://www.contractsfinder.service.gov.uk/Notice/574b7323-a7c3-484b-82ef-3918b02c1a10
- Current Stage
- Tender
- All Stages
- Planning, 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
- SME
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
32 - Radio, television, communication, telecommunication and related equipment
48 - Software package and information systems
64 - Postal and telecommunications services
-
- CPV Codes
32429000 - Telephone network equipment
48210000 - Networking software package
64200000 - Telecommunications services
Notice Value(s)
- Tender Value
- £2,100,000 £1M-£10M
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 27 Feb 20205 years ago
- Submission Deadline
- 30 Mar 2020Expired
- Future Notice Date
- 2 Sep 2019Expired
- Award Date
- Not specified
- Contract Period
- 31 Jul 2020 - 31 Dec 2022 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
- NATIONAL CITIZEN SERVICE
- Contact Name
- Not specified
- Contact Email
- procurement@ncstrust.org.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- LONDON
- Postcode
- W14 8DG
- Post Town
- West London
- Country
- England
-
- Major Region (ITL 1)
- TLI London
- Basic Region (ITL 2)
- TLI3 Inner London - West
- Small Region (ITL 3)
- TLI33 Kensington & Chelsea and Hammersmith & Fulham
- Delivery Location
- TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLI London, TLJ South East (England), TLK South West (England)
-
- Local Authority
- Hammersmith and Fulham
- Electoral Ward
- Avonmore
- Westminster Constituency
- Hammersmith and Chiswick
Further Information
Notice Documents
-
https://www.contractsfinder.service.gov.uk/Notice/574b7323-a7c3-484b-82ef-3918b02c1a10
27th February 2020 - Opportunity notice on Contracts Finder -
https://www.contractsfinder.service.gov.uk/Notice/88bb105d-945b-4920-8d6a-c78e17c22077
1st August 2019 - Early engagement notice on Contracts Finder -
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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