Notice Information
Notice Title
Contact Centre Telephony
Notice Description
Warwickshire County Council (the "Council") is seeking a Supplier to provide a Contact Centre telephony solution/service (the "Solution"). The Solution must include the following core requirements: - be cloud-based and delivered as software as a service ("SaaS") through standard web browsers, which must include but is not limited to Google Chrome, Microsoft Edge, Apple Safari and Mozilla Firefox, with no client installation of the Solution required; - capable of integration with the Council's existing infrastructure and applications (e.g., CRM, workflow management tools, Council SIP trunks, etc.), preferably via fully documented and open APIs; - able to fully integrate with Microsoft Teams; - capable of delivering omnichannel communications including IVR; - scalable user numbers with the capacity to accommodate over 750 total users and over 300 concurrent users. The Solution must further allow select Council users to perform day-to-day administration tasks including: - managing user accounts (where this is not performed through federated ID management); - recording voice messages; - editing form options; and - managing call queues.
Lot Information
Lot 1
Warwickshire County Council (the "Council") is seeking a Supplier to provide a Contact Centre telephony solution/service (the "Solution"). The Solution must include the following core requirements: - be cloud-based and delivered as software as a service ("SaaS") through standard web browsers, which must include but is not limited to Google Chrome, Microsoft Edge, Apple Safari and Mozilla Firefox, with no client installation of the Solution required; - capable of integration with the Council's existing infrastructure and applications (e.g., CRM, workflow management tools, Council SIP trunks, etc.), preferably via fully documented and open APIs; - able to fully integrate with Microsoft Teams; - capable of delivering omnichannel communications including IVR; - scalable user numbers with the capacity to accommodate over 750 total users and over 300 concurrent users. The Solution must further allow select Council users to perform day-to-day administration tasks including: - managing user accounts (where this is not performed through federated ID management); - recording voice messages; - editing form options; and - managing call queues.
Options: Option of extending by an additional 12 month period
Procurement Information
This contract was awarded under Regulation 32 of the Public Contracts Regulations 2015 following a further competition via CCS Framework RM3808 to which no suitable tenders were received
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-03b4ec
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/008257-2023
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Limited
- Procurement Method Details
- Award procedure without prior publication of a call for competition
- Tender Suitability
- Not specified
- Awardee Scale
- SME
Common Procurement Vocabulary (CPV)
- CPV Divisions
64 - Postal and telecommunications services
-
- CPV Codes
64000000 - Postal and telecommunications services
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- £755,034 £500K-£1M
Notice Dates
- Publication Date
- 22 Mar 20232 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- Not specified
- Award Date
- 22 Feb 20233 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Cancelled
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- WARWICKSHIRE COUNTY COUNCIL
- Contact Name
- Not specified
- Contact Email
- procurement@warwickshire.gov.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- WARWICK
- Postcode
- CV34 4RL
- Post Town
- Coventry
- Country
- England
-
- Major Region (ITL 1)
- TLG West Midlands (England)
- Basic Region (ITL 2)
- TLG1 Herefordshire, Worcestershire and Warwickshire
- Small Region (ITL 3)
- TLG13 Warwickshire CC
- Delivery Location
- TLG West Midlands (England)
-
- Local Authority
- Warwick
- Electoral Ward
- Warwick Saltisford
- Westminster Constituency
- Warwick and Leamington
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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