D3 Tenders | AHG_000586 - Contact Centre Technology (CS69)

Notice Information

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Notice Title

AHG_000586 - Contact Centre Technology (CS69)

Notice Description

We need an organisation to implement, manage and support a modern contact centre technology platform to support our customer service strategy. Alongside the traditional features of contact centre technology we?re also looking for products that offer other wider capabilities such as: ? Connecting different channels like messaging, video, and social media ? Delivering self-service solutions through chatbots and virtual agents ? Analysing conversations to provide useful insights

Lot Information

Lot 1

The current contact centre technology (Cisco Call Manager) was implemented in 2013 as part of a wider Voice and Data project. It is a Cisco product that is fully hosted and managed by a third party. The solution no longer meets Anchor?s business needs and is no longer aligned with Anchor?s technology strategy. Additionally, in response to the pandemic a cloud telephony solution, Ring Central, was quickly implemented to support homeworking. This project seeks to procure and implement a new solution to reduce the number of telephony platforms within Anchor, that will be able to support the future organisational needs of Anchor, with the housing business being a priority and allow Anchor to maximise its investments in technology through a platform that will seamlessly integrate with other telephony and customer focussed applications. Anchor?s current inbound/outbound communication methods are independent of each other, with no single overall view of customer interaction. A new modern platform will give this capability, with the ability to expand and add other methods of communication through the omni-channel functionality as Anchor enhances its customer service offering. Anchor will also be embarking on a project to address the overall telephony platform moving to Microsoft Teams and expect the successful supplier to be in a position to support the new platform in due course - please note that it isn?t part of this procurement.

Options: We are open to more than one proposal per bid if different technology platforms are available.

Renewal: 3 year initial period with 1+1 year extension available

Notice Details

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Publication & Lifecycle

Open Contracting ID: ocds-h6vhtk-03ede0
Publication Source: Find A Tender Service
Latest Notice: https://www.find-tender.service.gov.uk/Notice/023067-2023
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: 64 - Postal and telecommunications services
CPV Codes: 64215000 - IP telephone services

Notice Value(s)

Tender Value: £1
Lots Value: £1
Awards Value: Not specified
Contracts Value: Not specified

Notice Dates

Publication Date: 8 Aug 20232 years ago
Submission Deadline: 29 Sep 2023Expired
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

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Contracting Authority (Buyer)

Main Buyer: ANCHOR HANOVER GROUP
Contact Name: Available with D3 Tenders Premium →
Contact Email: Available with D3 Tenders Premium →
Contact Phone: Available with D3 Tenders Premium →

Buyer Location

Locality: BRADFORD
Postcode: BD1 2ST
Post Town: Bradford
Country: England
Major Region (ITL 1): TLE Yorkshire and The Humber
Basic Region (ITL 2): TLE4 West Yorkshire
Small Region (ITL 3): TLE41 Bradford
Delivery Location: TLE41 Bradford
Local Authority: Bradford
Electoral Ward: City
Westminster Constituency: Bradford West

Further Information

Notice URLs

Open Contracting Data Standard (OCDS)

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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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