Notice Information
Notice Title
Provision of a Contact Centre as a Service
Notice Description
Guinness is looking to replace its current Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. As a precursor to commencing a procurement process we are issuing this Prior Information Notice (PIN) as a soft market testing exercise to enable Guinness to gain a better understanding of the providers in the market and their technical capabilities. We are looking for organisations to provide us with an outline of their offering with reference to our requirements in the market engagement brief. It is not mandatory to respond and equally, information submitted will not be evaluated or count towards the future tender process. Responses to the market engagement exercise should be submitted via the address stated in I.3 of this notice by 4pm on Tuesday 22nd February.
Lot Information
Lot 1
Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. CCaaS services will 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
Renewal: Further details will be provided within the Contract Notice should the contract be subject to renewal.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-030f29
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/002207-2022
- Current Stage
- Tender
- All Stages
- Planning, Tender
Procurement Classification
- Notice Type
- Planning Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
32 - Radio, television, communication, telecommunication and related equipment
64 - Postal and telecommunications services
-
- CPV Codes
32500000 - Telecommunications equipment and supplies
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
- 25 Jan 20224 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 20 Apr 2022Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planned
- Lots Status
- Planned
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- THE GUINNESS PARTNERSHIP LTD
- Contact Name
- Procurement
- Contact Email
- procurement@guinness.org.uk
- Contact Phone
- +44 3031231890
Buyer Location
- Locality
- OLDHAM
- Postcode
- OL9 7LH
- Post Town
- Oldham
- Country
- England
-
- Major Region (ITL 1)
- TLD North West (England)
- Basic Region (ITL 2)
- TLD3 Greater Manchester
- Small Region (ITL 3)
- TLD37 Greater Manchester North East
- Delivery Location
- TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England)
-
- Local Authority
- Oldham
- Electoral Ward
- Failsworth East
- Westminster Constituency
- Manchester Central
Further Information
Notice URLs
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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