Notice Information
Notice Title
Contact Management Centre
Notice Description
As part of the IT Cloud based Strategy TGP are exploring a new framework to replace the current Anywhere 365 Contact Centre (A365) set up to a cloud-based Contact Centre as a Service solution (CCaaS) offering a unified communication service and technology stack, considering all the products and services that help operate the contact centre currently from the telephony, infrastructure, and software. This procurement seeks to engage with providers with exemplary experience within the Contact Management Center arena that includes assisting organisations through Contact Centre as a Service solution (CCaaS) within the Social Housing sector, or equivalent organisation (of a comparable size, scale, and complexity in terms of geographical footprint, services, regulation and customer demographics).
Lot Information
Lot 1
Phase 1 * For approx. 400 contact centre colleagues * New unified cloud-based solution can establish interconnectivity eliminating siloed use of applications, * digitalising workflows, workforce optimisation and improving both the customer/agent experience, * creating a more customer centric and empathetic journey using advances in areas such as software, AI, Interactive Voice Responses, Virtual Agent Assistants and Chat Bots which play a profound role understanding and assessing a customers needs * Improving Self Service options, optimising the verification processes * innovative ways to handle 'call overflow' through careful management and consideration is * Better call quality Management * Optimising inbound / outbound calls with intelligent call routing and a blended workforce * New and improved ways of gathering data for intelligent realtime reporting * Integrations into All Pay depending on decision around renewal in Feb 2023 * Dynamics 365 Online is key to enable all customer contact to be recorded, tracked and managed within CRM ieally providing a 365 degree view of all omni channels * Dynamic 365 expertise to be provided as part of the project * Seamless connected channels of communication * A singular Managed Service where continuous improvement is shared between both parties Phase 2 * Decommission Skype For Business and transition to a full MS Teams model for the remaining 2000 staff across the organisation. This could be done before the implementation of the contact centre this doesn't include upgrading video conferencing capabilities as these will be looked at as part of a separate project * Decommission of all current technology stack: Verint, Wallboards, Daisy, Live Person and A365 * Phase 2 doesn't include integration with Zoho or any other CRM legacy systems
Renewal: An initial contract term of 60 months with potential to extend by a further 24 months
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-033ad0
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/013362-2022
- Current Stage
- Tender
- All Stages
- Tender
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Restricted procedure
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
72 - IT services: consulting, software development, Internet and support
-
- CPV Codes
72000000 - IT services: consulting, software development, Internet and support
Notice Value(s)
- Tender Value
- £1,260,000 £1M-£10M
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 18 May 20223 years ago
- Submission Deadline
- 24 Jun 2022Expired
- Future Notice Date
- Not specified
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Active
- Lots Status
- Active
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- THE GUINNESS PARTNERSHIP LTD
- Contact Name
- Not specified
- Contact Email
- procurement@guinness.org.uk
- Contact Phone
- +44 7914807910
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
Further Information
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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