---
title: "Omnichannel Contact Centre Solution"
ocid: "ocds-b5fd17-3a6a422e-dd80-4597-b3e8-3baecd7fe540"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-3a6a422e-dd80-4597-b3e8-3baecd7fe540"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-3a6a422e-dd80-4597-b3e8-3baecd7fe540.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-3a6a422e-dd80-4597-b3e8-3baecd7fe540.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CARE QUALITY COMMISSION"
published: "2025-04-04"
---

# Omnichannel Contact Centre Solution

Buyer: CARE QUALITY COMMISSION  
Current stage: Award  
OCID: ocds-b5fd17-3a6a422e-dd80-4597-b3e8-3baecd7fe540

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-3a6a422e-dd80-4597-b3e8-3baecd7fe540)  
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## Summary

The Care Quality Commission (CQC) has concluded the procurement process for an Omnichannel Contact Centre Solution, belonging to the IT software industry category. This contract aims to enhance the National Contact Centre's communication capabilities and was awarded through the G-Cloud 14 Framework agreement. The procurement method utilised was a selective call-off from a framework agreement. The contract, with a total awarded value of £2,261,782.12 GBP, will commence on 1st April 2025 and will run until 31st March 2029, with potential extensions for up to 48 months. The award was announced on 28th March 2025.

This tender creates significant opportunities for business growth, particularly for SMEs specialising in IT software solutions. The awarded contract to Puzzel Ltd highlights the potential for similar companies to secure substantial, long-term government contracts through strategic frameworks like G-Cloud. Given the importance of robust communication systems in public service, businesses in the software development sector, and those capable of providing advanced contact centre solutions, would be well-positioned to compete. By aligning with the needs of government agencies such as the CQC, these businesses can achieve growth while contributing to public sector advancements.

## Notice

This is a Contract Award Notice The Care Quality Commission ( CQC ) requires the provision of a omni channel contact centre solution which is currently used in the National Contact Centre. This procurement was undertaken through the G-Cloud 14 Framework agreement (RM155.14) Lot 2 - Software, following the Direct Award process. The Contract is awarded for an initial period of 24 months with an option to extension for up to 48 months. Total Awarded Value is maximum of all charges including any optional contract extensions. Contract Reference: CQC CS 018

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/c5720778-4568-4046-a52e-36291de66199 |
| 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 | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Apr 2025 |
| Submission deadline | 26 Mar 2025 |
| Future notice date | Not specified |
| Award date | 28 Mar 2025 |
| Contract period | 31 Mar 2025 - 31 Mar 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £2,261,782 |
| Lots value | Not specified |
| Awards value | £2,261,782 |
| 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 | CARE QUALITY COMMISSION |
| Locality | NEWCASTLE UPON TYNE |
| Post town | Newcastle upon Tyne |
| Postcode | NE1 4PA |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC43 Tyneside |
| Local authority | Newcastle upon Tyne |
| Electoral ward | Monument |
| Westminster constituency | Newcastle upon Tyne Central and West |
| 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 | PUZZEL |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48517000 - IT software package

## Release History

- 4 Apr 2025 at 08:29 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/c5720778-4568-4046-a52e-36291de66199

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/c5720778-4568-4046-a52e-36291de66199
  4th April 2025 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/f7a29d9a-e4e7-4b97-8441-69b015d387b9
  CQC CS 018 - G Cloud 14 - Call off Contract - Redacted

## 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-b5fd17-3a6a422e-dd80-4597-b3e8-3baecd7fe540. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-3a6a422e-dd80-4597-b3e8-3baecd7fe540.json.