Notice Information
Notice Title
Contact Centre Management System
Notice Description
Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution. Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour. Further details are contained within the tender documents.
Lot Information
Lot 1
Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution. Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour. Further details are contained within the tender documents.
Renewal: Contract is being let on an initial three-year basis, with options to extend by 2 further two-year periods. Anticipated renewal will be 2032
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-04e4ba
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/000230-2026
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- Not specified
- Awardee Scale
- SME
Common Procurement Vocabulary (CPV)
- CPV Divisions
64 - Postal and telecommunications services
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
64200000 - Telecommunications services
64214000 - Dedicated-business telephone network services
64214200 - Telephone switchboard services
64215000 - IP telephone services
64227000 - Integrated telecommunications services
79511000 - Telephone operator services
Notice Value(s)
- Tender Value
- £420,000 £100K-£500K
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- £350,000 £100K-£500K
Notice Dates
- Publication Date
- 5 Jan 20261 months ago
- Submission Deadline
- 26 Mar 2025Expired
- Future Notice Date
- Not specified
- Award Date
- 30 Sep 20254 months ago
- Contract Period
- Not specified - Not specified
- Recurrence
- This contract is likely to be re procured in 2032 providing all extension options are taken.
Notice Status
- Tender Status
- Complete
- Lots Status
- Cancelled
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- LEEDS FEDERATED HOUSING ASSOCIATION LTD
- Contact Name
- Helen Thompkins
- Contact Email
- hello@leedsfed.com
- Contact Phone
- +44 1133861000
Buyer Location
- Locality
- LEEDS
- Postcode
- LS3 1HS
- Post Town
- Leeds
- Country
- England
-
- Major Region (ITL 1)
- TLE Yorkshire and The Humber
- Basic Region (ITL 2)
- TLE4 West Yorkshire
- Small Region (ITL 3)
- TLE42 Leeds
- Delivery Location
- Not specified
-
- Local Authority
- Leeds
- Electoral Ward
- Little London & Woodhouse
- Westminster Constituency
- Leeds Central and Headingley
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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