--- title: "Omni-Channel Contact Centre Solution" ocid: "ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4.json" source: "Contracts Finder" current_stage: "Tender" buyer: "PORTSMOUTH CITY COUNCIL" published: "2022-02-18" --- # Omni-Channel Contact Centre Solution Buyer: PORTSMOUTH CITY COUNCIL Current stage: Tender OCID: ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4.json) ## Summary Portsmouth City Council is currently inviting tenders for an 'Omni-Channel Contact Centre Solution' aimed at enhancing customer service across multiple channels. This procurement falls within the communication software package industry category and is located in Hampshire, United Kingdom. The open procedure for this tender is active, with the submission deadline set for 21 March 2022. The intended contract period will commence on 4 May 2022 and is expected to last until 4 May 2024. This opportunity is ideal for businesses specialising in IT services, particularly those offering communication software and customer relationship management solutions. Companies that have experience with Microsoft Teams and can provide innovative omni-channel platforms are well-positioned to compete for this contract. The project aims to improve call distribution, recording, and customer feedback processes, thus creating a significant opportunity for growth for competent suppliers in the ICT sector. ## Notice Portsmouth City Council ('the council') is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services. The solution must be a certified Microsoft Teams solution for contact centres. The new omni-channel platform is required to replace current solutions for call distribution, call recording and interactive voice response (IVR) and to provide additional functionality to support customer service across digital channels, including email, social media and web chat, via a single omni-channel platform, to increase the use of IVR through the system to improve the customer journey and to connect online and offline customer service to support channel shift, and to enable enhanced reporting, and automated customer feedback. Additional information: Portsmouth City Council is currently in the process of seeking expressions of interest for the following project - Omni-Channel Contact Centre Solution The full details and ability to express an interest will be via our e-sourcing system Intend. This filepath will take you to the relevant area of Intend, https://in-tendhost.co.uk/portsmouthcc/aspx/Tenders/Current Once on the page you can either scroll down or use the search function to find the relevant project. Should you have any problems with the above link, please contact us on 023 9268 8235 or email: procurement@portsmouthcc.gov.uk Is a Recurrent Procurement Type? : No ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/3172fcc3-a548-4067-a335-9d79338966c8 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 18 Feb 2022 | | Submission deadline | 21 Mar 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 4 May 2022 - 4 May 2024 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | PORTSMOUTH CITY COUNCIL | | Locality | HAMPSHIRE | | Post town | Portsmouth | | Postcode | PO1 2BJ | | Country | England | | ITL 1 | TLJ South East (England) | | ITL 2 | TLJ3 Hampshire and Isle of Wight | | ITL 3 | TLJ31 Portsmouth | | Local authority | Portsmouth | | Electoral ward | Charles Dickens | | Westminster constituency | Portsmouth South | | Delivery location | TLJ South East (England) | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 32500000 - Telecommunications equipment and supplies - 48445000 - Customer Relation Management software package - 48510000 - Communication software package - 72000000 - IT services: consulting, software development, Internet and support - 72212217 - Transaction-processing software development services - 72212333 - Contact management software development services ## Release History - 18 Feb 2022 at 16:16 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/3172fcc3-a548-4067-a335-9d79338966c8 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/3172fcc3-a548-4067-a335-9d79338966c8 18th February 2022 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/portsmouthcc/aspx/ Additional information on how to apply for this contract ## Notice URLs - https://in-tendhost.co.uk/portsmouthcc/aspx/Tenders/Current ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4.json.