The Provision of Contact Centre Communications Software

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    "date": "2025-10-13T13:55:12+01:00",
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    "parties": [
        {
            "id": "GB-COH-05046791",
            "name": "Wales & West Utilities Limited",
            "identifier": {
                "scheme": "GB-COH",
                "id": "05046791"
            },
            "additionalIdentifiers": [
                {
                    "scheme": "GB-PPON",
                    "id": "PMVL-3238-DQDX"
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            "address": {
                "streetAddress": "Wales & West House",
                "locality": "Newport",
                "postalCode": "NP10 8FZ",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKL21"
            },
            "contactPoint": {
                "name": "Peter Tune",
                "email": "wwuprocurement@wwutilities.co.uk",
                "telephone": "+447967844390"
            },
            "roles": [
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            "details": {
                "classifications": [
                    {
                        "scheme": "UK_CA_TYPE",
                        "id": "privateUtility",
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                "url": "https://www.wwutilities.co.uk/"
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        },
        {
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            "name": "8X8 UK LIMITED",
            "identifier": {
                "scheme": "GB-COH",
                "id": "05083841"
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                    "id": "PQGX-8442-GGCM"
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            "address": {
                "streetAddress": "Oxford House, Bell Business Park",
                "locality": "Aylesbury",
                "postalCode": "HP19 8JR",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKJ13"
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            "contactPoint": {
                "email": "uk-bid@8x8.com"
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            "roles": [
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            "details": {
                "url": "http://www.8x8.com",
                "scale": "sme",
                "vcse": false,
                "publicServiceMissionOrganization": false,
                "shelteredWorkshop": false
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        }
    ],
    "buyer": {
        "id": "GB-COH-05046791",
        "name": "Wales & West Utilities Limited"
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    "tender": {
        "id": "WWU1382",
        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "The Provision of Contact Centre Communications Software",
        "description": "Customer Contact Centre Communications Software Solution that has the capacity to integrate with an existing Customer Relationship Management Solution (CRM) and must be able to scale up rapidly to accommodate approximately 400 agents. WWU has approximately ninety-seven (97) customer facing contact centre agents working 8am-8pm Monday-Friday and 9am-2pm Saturday. * 22 Contact Centre Agents. * 15 Work Management Scheduling Agents. * 60 Connections agents. Essential criteria. * Existing System without need for significant development. * Proven Interoperability with SAP C/4 HANA. * A solution that is already in use and proven to work effectively within another organisation. * Software as a Service (SaaS) solution. * Scalable to receive large volumes of calls at short notice. * Scalability to approximately 400 users / agents.",
        "status": "complete",
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                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "48500000",
                        "description": "Communication and multimedia software package"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UK",
                        "country": "GB",
                        "countryName": "United Kingdom"
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        ],
        "value": {
            "amountGross": 1250000,
            "currency": "GBP"
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Competitive flexible procedure",
        "procedure": {
            "features": "The tender will be comprised of; Conditions of Participation Stage: The responses to the questionnaire which will have both mandatory pass/fail and scored questions. The responses will be scored and the highest scored bidders shall be invited to the ITT. Only those bidders that progress to the ITT stage shall see the documents related to the ITT Technical and Commercial Envelopes. More information available in the Invitation to Tenderer and the Conditions of Participation Questionnaire (COPQ) - Guidance The ITT shall include Technical Envelope and Commercial Envelope, with percentage weights 60% and 40% respectively. The Technical Envelope shall include open scored questions. The combined scores from the Technical and Commercial shall be ranked and the highest three (3) ranked bidders shall proceed to the negotiation stage. More information on the negotiation stage shall be released in due course."
        },
        "mainProcurementCategory": "goods",
        "specialRegime": [
            "utilities"
        ],
        "aboveThreshold": true,
        "submissionMethodDetails": "https://sourcing4wwu.bravosolution.co.uk/web/login.html Bravo Project Tender Reference: PQQ: pqq_422 - WWU1382 - Contact Centre Software Provision",
        "submissionTerms": {
            "electronicSubmissionPolicy": "allowed",
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                            "name": "Technical Evaluation",
                            "description": "Review the tender documents for more information.",
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                "selectionCriteria": {
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                            "type": "technical",
                            "description": "The following accreditations are mandatory; * ISO 9001:2015 Quality Management Systems. * ISO 27001:2022 Information Security, Cybersecurity and Privacy Protection * Cyber Essentials Certified * Cyber Essential Plus Certified."
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                "renewal": {
                    "description": "Proposed Total duration: Four (4) Years, with option to extend by three (3) consecutive 12-month periods."
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    "awards": [
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            "title": "Contact Centre Software",
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                    "id": "GB-COH-05083841",
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