---
title: "Omnichannel Contact Centre Solution for BCP Council"
ocid: "ocds-b5fd17-24000722-36af-4118-9827-a261313fddb7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-24000722-36af-4118-9827-a261313fddb7"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-24000722-36af-4118-9827-a261313fddb7.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-24000722-36af-4118-9827-a261313fddb7.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "BOURNEMOUTH CHRISTCHURCH AND POOLE COUNCIL"
published: "2025-01-17"
---

# Omnichannel Contact Centre Solution for BCP Council

Buyer: BOURNEMOUTH CHRISTCHURCH AND POOLE COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-24000722-36af-4118-9827-a261313fddb7

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## Summary

Bournemouth Christchurch and Poole (BCP) Council has completed the procurement process for an Omnichannel Contact Centre Solution, with the contract awarded on 29th September 2023. The tender, classified under the industry category "Software package and information systems" (CPV code 48000000), covers the provision of a cloud-based software solution aiming to manage voice call queues effectively. The contract, valued at GBP 813,018, commenced on 1st October 2023 and will run until 30th September 2026. The delivery addresses for this service span across various regions within the United Kingdom, including areas such as London, the South West, and Scotland. The procurement method is unspecified but noted as "Other -", and the project reached its award stage as indicated by the publication of the award notice on 3rd November 2023.

This tender represents a significant opportunity for businesses specialising in cloud-based contact centre solutions to engage with public sector clients. Small and medium-sized enterprises (SMEs) are particularly well-suited to compete, given the Council's explicit suitability criteria favouring SMEs. Large-scale operations, however, such as Puzzel Limited, which was the winning bidder for this contract, underscore the competitive nature of this market. The overall aim is to enhance the technological capabilities of BCP Council's contact centre operations, offering numerous business growth possibilities for those able to deliver innovative, efficient, and reliable services within the public sector domain.

## Notice

Cloud based software as a service solution (CCaaS) providing essential technology to manage voice call queues.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/54bb32db-844f-4fe3-9634-77d903ad20f4 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Jan 2025 |
| Submission deadline | 22 Jun 2023 |
| Future notice date | Not specified |
| Award date | 28 Sep 2023 |
| Contract period | 30 Sep 2023 - 30 Sep 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £724,000 |
| Lots value | Not specified |
| Awards value | £813,018 |
| 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 | BOURNEMOUTH CHRISTCHURCH AND POOLE COUNCIL |
| Locality | BOURNEMOUTH |
| Post town | Bournemouth |
| Postcode | BH2 6DY |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK6 North Somerset, Somerset and Dorset |
| ITL 3 | TLK63 Bournemouth, Christchurch and Poole |
| Local authority | Bournemouth, Christchurch and Poole |
| Electoral ward | Bournemouth Central |
| Westminster constituency | Bournemouth West |
| Delivery location | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLI London, TLJ South East (England), TLK South West (England), TLL Wales, TLM Scotland, TLN Northern Ireland |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | PUZZEL |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 17 Jan 2025 at 11:41 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/54bb32db-844f-4fe3-9634-77d903ad20f4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/54bb32db-844f-4fe3-9634-77d903ad20f4
  17th January 2025 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://www.bcpcouncil.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-b5fd17-24000722-36af-4118-9827-a261313fddb7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-24000722-36af-4118-9827-a261313fddb7.json.