Notice Information
Notice Title
Customer Contact Centre Software
Notice Description
Wales West Utilities Ltd (WWU) requires a new and / or upgraded Customer Contact Centre Software. It is vitally important that WWU selects the right organisations to provide the exceptional level of performance that will be required to meet the challenges ahead. As this requirement is mandated to WWU by OfGEM, it is vital that the supplier who are awarded the contract have similar philosophies to us and understand the importance continual improvement to our ongoing business.
Lot Information
Lot 1
The systems shall have the following attributes; Enable WWU to maintain a call centre system to satisfy its licence agreement. Ensure teams currently using CxEngage as their primary telephony solution continue to have a contact centre software solution. Ensure that the solution is scalable and can include additional users should more users be required, e.g., Despatch, Streetworks and Reinstatement. Integration to existing WWU systems (SAP C/4 HANA primary interface). Ensure that key interactive voice response (IVR) function is maintained. Maintain all existing communication channels (true omni-channel experience for customers and agents for customer contact (call, text, email, WhatsApp). Maintain real-time and historical reporting and product-market fit (PMF) capabilities. Maintain call recording functionality. Artificial intelligence (AI) to be part of the new customer contact centre solution. Additional information: WWU Procurement Department intends to undertake market engagement activities to explore the market and comprehend Customer Contact Centre Software innovation available in the market. This will include capturing information from companies to understand the range of software features and functionality that potential firms can provide. The sessions will be comprised of informal face to face market engagement sessions hosted at Wales & West Utilities Ltd, Wales & West House, Spooner Close, Celtic Springs, Newport, NP10 8FZ. Virtual sessions can be arranged upon request and the knowledge gained from all sessions shall contribute towards the approach to the tender. The sessions will be held during Week Commencing 2nd December 2024 and the market engagement sessions will offer an opportunity for WWU Representatives to explain the requirement further and obtain knowledge from participants. Appropriate Customer Contact Centre Software related businesses that wish to participate in these sessions should directly contact Peter.tune@wwutilities.co.uk to express an interest. WWU may using Achilles UVDB to publish the Qualification System Notice to advertise the tender.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-04acde
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/033388-2024
- Current Stage
- Planning
- All Stages
- Planning
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
72 - IT services: consulting, software development, Internet and support
-
- CPV Codes
72260000 - Software-related services
Notice Value(s)
- Tender Value
- £800,000 £500K-£1M
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 16 Oct 20241 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 28 Feb 2025Expired
- 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
- WALES & WEST UTILITIES LIMITED
- Contact Name
- Peter Andrew Tune
- Contact Email
- peter.tune@wwutilities.co.uk
- Contact Phone
- +44 7967844390
Buyer Location
- Locality
- NEWPORT
- Postcode
- NP10 8FZ
- Post Town
- Newport
- Country
- Wales
-
- Major Region (ITL 1)
- TLL Wales
- Basic Region (ITL 2)
- TLL5 South East Wales
- Small Region (ITL 3)
- TLL54 Monmouthshire and Newport
- Delivery Location
- TLL21 Monmouthshire and Newport
-
- Local Authority
- Newport
- Electoral Ward
- Tredegar Park and Marshfield
- Westminster Constituency
- Newport West and Islwyn
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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