---
title: "Customer Engagement Platform and Contact Centre as a Service"
ocid: "ocds-b5fd17-2431aa63-40c9-4fa3-bea0-168edb4a17bb"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-2431aa63-40c9-4fa3-bea0-168edb4a17bb"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-2431aa63-40c9-4fa3-bea0-168edb4a17bb.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-2431aa63-40c9-4fa3-bea0-168edb4a17bb.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NORTH YORKSHIRE COUNCIL"
published: "2025-10-20"
---

# Customer Engagement Platform and Contact Centre as a Service

Buyer: NORTH YORKSHIRE COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-2431aa63-40c9-4fa3-bea0-168edb4a17bb

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## Summary

North Yorkshire Council has concluded the procurement process for a "Customer Engagement Platform and Contact Centre as a Service," with an award date of 8th October 2025. This project, classified under the Customer Relation Management software package (CPV code 48445000), involves a contract valued at £7,500,000. The initiative, delivered through a call-off from the CCS Framework Agreement RM6285 Back Office Software 2, spans from 8th October 2025 to 7th October 2030, with an optional extension period until 2035. The procurement process utilised a selective method, focusing on the Yorkshire and Humber region.

This contract presents significant growth opportunities for businesses, especially those with expertise in customer engagement software solutions and contact centre services. Small and medium enterprises (SMEs) are encouraged to participate, given the suitability standards set by North Yorkshire Council. Involving the implementation and ongoing support of advanced software systems, this opportunity is well-suited for technology companies capable of delivering comprehensive customer management services. Partnering with a regional authority like North Yorkshire Council offers businesses a chance to deepen their market presence and build robust public sector partnerships.

## Notice

North Yorkshire Council are seeking the provision and implementation of a Customer Engagement Platform, and integrated Contact Centre as a Service covering a range of functional areas. The Council are also seeking hosting, support, and maintenance. Call-off from CCS Framework Agreement RM6285 Back Office Software 2. Optional extension period: 8 October 2030 - 7 October 2035.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/5fb0d453-9b0b-4caa-8aab-bcbe3a7aed55 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 20 Oct 2025 |
| Submission deadline | 4 Jul 2025 |
| Future notice date | Not specified |
| Award date | 7 Oct 2025 |
| Contract period | 7 Oct 2025 - 7 Oct 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £7,500,000 |
| Lots value | Not specified |
| Awards value | £7,500,000 |
| 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 | NORTH YORKSHIRE COUNCIL |
| Locality | NORTHALLERTON |
| Post town | Darlington |
| Postcode | DL7 8AD |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE2 North Yorkshire |
| ITL 3 | TLE22 North Yorkshire |
| Local authority | North Yorkshire |
| Electoral ward | Romanby |
| Westminster constituency | Richmond and Northallerton |
| Delivery location | TLE Yorkshire and The Humber |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NETCALL TECHNOLOGY |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48445000 - Customer Relation Management software package

## Release History

- 20 Oct 2025 at 12:36 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/5fb0d453-9b0b-4caa-8aab-bcbe3a7aed55

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/5fb0d453-9b0b-4caa-8aab-bcbe3a7aed55
  20th October 2025 - Awarded contract notice on Contracts Finder

## 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-b5fd17-2431aa63-40c9-4fa3-bea0-168edb4a17bb. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-2431aa63-40c9-4fa3-bea0-168edb4a17bb.json.