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The Provision of Contact Centre Communications Software

Wales & West Utilities Limited

This public procurement record has 2 releases in its history.

Award

13 Oct 2025 at 13:55

UK6 - Contract Award Notice
Tender

25 Feb 2025 at 09:09

UK4 - Tender Notice
Summary of the contracting process

The public procurement process facilitated by Wales & West Utilities Limited (WWU) has reached the contract award stage for the provision of a Contact Centre Communications Software. Located in Newport, UK, WWU sought a solution under an open procedure through a competitive flexible method. The tender, under the utilities category, aimed to enhance their Customer Contact Centre by integrating with their existing CRM and supporting approximately 400 agents. The award was announced on 13 October 2025, with 8X8 UK LIMITED being the chosen supplier. The contract, valued at GBP 650,000, will commence on 31 October 2025 and can extend up to 2032 if performance criteria are met.

This procurement presents a significant business opportunity for companies specialising in IT services, particularly those offering scalable Software as a Service (SaaS) solutions. Enterprises with proven capabilities in software systems that ensure interoperability with SAP C/4 HANA would be well-suited to compete in similar future tenders. The competitive flexible procurement model adopted here suggests opportunities for flexible engagements in the utilities sector, positioning innovative tech firms in an advantageous spot for growth by providing robust, scalable solutions.

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Notice Information

Notice Title

The Provision of Contact Centre Communications Software

Notice 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.

Lot Information

Lot 1

Renewal: Proposed Total duration: Four (4) Years, with option to extend by three (3) consecutive 12-month periods.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-04e7af
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/064778-2025
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

48500000 - Communication and multimedia software package

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£1,250,000 £1M-£10M
Lots Value
£1,250,000 £1M-£10M
Awards Value
£650,000 £500K-£1M
Contracts Value
Not specified

Notice Dates

Publication Date
13 Oct 202510 months ago
Submission Deadline
24 Apr 2025Expired
Future Notice Date
Not specified
Award Date
18 Sep 202511 months ago
Contract Period
31 Oct 2025 - 31 Oct 2029 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Pending
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Wales & West Utilities Limited
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
NEWPORT
Postcode
NP10 8FZ
Postcode Area
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
Not specified
Local Authority
Newport
Electoral Ward
Tredegar Park and Marshfield
Westminster Constituency
Newport West and Islwyn

Supplier Information

Number of Suppliers
1
Supplier Name

8X8 UK LIMITED

Further Information

Notice Documents

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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