---
title: "Contact Centre Omnichannel Solution"
ocid: "ocds-b5fd17-1dbfeec7-8976-422c-8bd8-757fc8073ba2"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1dbfeec7-8976-422c-8bd8-757fc8073ba2"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1dbfeec7-8976-422c-8bd8-757fc8073ba2.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-1dbfeec7-8976-422c-8bd8-757fc8073ba2.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "LONDON BOROUGH OF WALTHAM FOREST"
published: "2024-07-25"
---

# Contact Centre Omnichannel Solution

Buyer: LONDON BOROUGH OF WALTHAM FOREST  
Current stage: Award  
OCID: ocds-b5fd17-1dbfeec7-8976-422c-8bd8-757fc8073ba2

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-1dbfeec7-8976-422c-8bd8-757fc8073ba2)  
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## Summary

The London Borough of Waltham Forest has awarded a contract for the provision of a Contact Centre Omnichannel Solution to 8x8 UK Ltd. This procurement, classified under the industry category of Office-support services, specifically focusing on Telephone-answering and Call centre services, involves a direct award process via the G-Cloud 13 Framework Agreement. The contract, valued at £600,000, spans from 8th July 2024 to 7th July 2027 and covers services to be delivered across England. The procurement stage is currently in the Award phase, with key dates including the award date on 28th June 2024 and the publication date on 25th July 2024.

This tender offers abundant opportunities for businesses specialising in cloud-based communication solutions, particularly those focused on enhancing call effectiveness and reliability, aligning with modern technological architectures. Small and medium-sized enterprises (SMEs) that can offer innovative, hardware-free solutions in line with cloud-first principles would be well-positioned to benefit from such contracts, allowing them to demonstrate their capability in providing robust and future-proof communication infrastructure to large public sector organisations.

## Notice

Transitioning to a new, modern contact solution, which follows the council's cloud-first architecture principle and requires no additional hardware in the council's datacentre. This transition aims to enhance communication reliability, optimise call management, and provide robust reporting mechanisms, aligning LBWF's infrastructure with the latest technological advancements. Direct Award via G-Cloud 13 Framework Agreement (RM1557.13) (Market Test Exercise)

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/cd52ce8c-bda8-4c51-8945-8f1e26c7a86a |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Jul 2024 |
| Submission deadline | 31 May 2024 |
| Future notice date | Not specified |
| Award date | 27 Jun 2024 |
| Contract period | 7 Jul 2024 - 7 Jul 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £600,000 |
| Lots value | Not specified |
| Awards value | £600,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | LONDON BOROUGH OF WALTHAM FOREST |
| Locality | WALTHAMSTOW |
| Post town | East London |
| Postcode | E17 4JF |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI5 Outer London - East and North East |
| ITL 3 | TLI53 Redbridge and Waltham Forest |
| Local authority | Waltham Forest |
| Electoral ward | Chapel End |
| Westminster constituency | Walthamstow |
| Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | 8X8 |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 79500000 - Office-support services
- 79510000 - Telephone-answering services
- 79512000 - Call centre

## Release History

- 25 Jul 2024 at 13:33 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/cd52ce8c-bda8-4c51-8945-8f1e26c7a86a

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/cd52ce8c-bda8-4c51-8945-8f1e26c7a86a
  25th July 2024 - Awarded contract notice on Contracts Finder

## Notice URLs

- http://www.walthamforest.gov.uk/

## 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-b5fd17-1dbfeec7-8976-422c-8bd8-757fc8073ba2. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-1dbfeec7-8976-422c-8bd8-757fc8073ba2.json.