--- title: "GB-Newcastle upon Tyne: T21/0024 Contact Centre" ocid: "ocds-b5fd17-626d52ac-2572-47cd-8a91-3853451acd9a" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-626d52ac-2572-47cd-8a91-3853451acd9a" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-626d52ac-2572-47cd-8a91-3853451acd9a.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-626d52ac-2572-47cd-8a91-3853451acd9a.json" source: "Contracts Finder" current_stage: "Tender" buyer: "NORTHUMBRIA UNIVERSITY AT NEWCASTLE" published: "2022-01-06" --- # GB-Newcastle upon Tyne: T21/0024 Contact Centre Buyer: NORTHUMBRIA UNIVERSITY AT NEWCASTLE Current stage: Tender OCID: ocds-b5fd17-626d52ac-2572-47cd-8a91-3853451acd9a [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-626d52ac-2572-47cd-8a91-3853451acd9a) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-626d52ac-2572-47cd-8a91-3853451acd9a.json) ## Summary Northumbria University at Newcastle is seeking to enhance its customer service model through the procurement of a Contact Centre as a Service (CCaaS) with the tender titled "GB-Newcastle upon Tyne: T21/0024 Contact Centre." This tender falls under the telecommunications industry category and will be located in Newcastle upon Tyne, UK. The procurement method is an open procedure, with a tender period set to close on 31 January 2022. The estimated contract value is between £500,000 and £1,000,000, and the contract itself is expected to start on 1 May 2022 and run until 31 May 2027. This tender presents significant opportunities for small and medium enterprises (SMEs) that specialise in telecommunications systems, communications infrastructure, or communication software. Companies that can provide innovative solutions for multi-channel communication and improve customer interaction are well-suited to compete for this contract. The emphasis on enhancing customer experience through efficient and joined-up communication makes this a key opportunity for firms looking to expand their footprint in the public sector. ## Notice NOTE: This notice was updated on 06 January 2022 for the following reason: This is a correction of the closure date.(The University is looking to implement a Contact Centre as a Service (CCaaS) to enable improved multi-channel inbound and outbound contact between the University (including our partner organisation staff) and its external customers within the UK and internationally. The aim of the CCaaS is to enhance our customer service model by improving the customer experience through more relevant, efficient and joined up, inbound and outbound communication. This practice this needs to cover at a minimum: *Having systems and data available that enable us to anticipate customer requirements, needs and levels of demand via a reporting dashboard. *Making it easier for new and existing customers to be able to find what they need via self-service options. *Making it easier for new and existing customers to get in touch with us, through multiple channels. *Enabling us to efficiently route new and existing customers to the people/resources/support they need or want. *Enabling us to respond to new and existing customers in a quickly and efficiently, enhancing their experience throughout the process.) Additional information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/f733cbe7-9b38-4971-b16c-1649d879ab7b | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 6 Jan 2022 | | Submission deadline | 31 Jan 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 30 Apr 2022 - 31 May 2027 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1,000,000 | | 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 | NORTHUMBRIA UNIVERSITY AT NEWCASTLE | | Locality | NEWCASTLE UPON TYNE | | Post town | Newcastle upon Tyne | | Postcode | NE1 8ST | | 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) | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 48 - Software package and information systems - 64 - Postal and telecommunications services ### Codes - 32412000 - Communications network - 32412100 - Telecommunications network - 32524000 - Telecommunications system - 32571000 - Communications infrastructure - 48500000 - Communication and multimedia software package - 48510000 - Communication software package - 48511000 - Desktop communications software package - 64227000 - Integrated telecommunications services ## Release History - 6 Jan 2022 at 21:35 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/f733cbe7-9b38-4971-b16c-1649d879ab7b - 6 Jan 2022 at 21:10 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/f733cbe7-9b38-4971-b16c-1649d879ab7b ## Documents - https://www.contractsfinder.service.gov.uk/Notice/f733cbe7-9b38-4971-b16c-1649d879ab7b 6th January 2022 - Opportunity notice on Contracts Finder - https://www.delta-esourcing.com/tenders/UK-GB-Newcastle-upon-Tyne:-T21/0024-Contact-Centre/8VAWAADPMQ Please follow this link to view the notice. ## 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-b5fd17-626d52ac-2572-47cd-8a91-3853451acd9a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-626d52ac-2572-47cd-8a91-3853451acd9a.json.