--- title: "Contact Centre Software Enhancement" ocid: "ocds-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f.json" source: "Contracts Finder" current_stage: "Planning" buyer: "THIRTEEN HOUSING GROUP LIMITED" published: "2024-06-24" --- # Contact Centre Software Enhancement Buyer: THIRTEEN HOUSING GROUP LIMITED Current stage: Planning OCID: ocds-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f.json) ## Summary The THIRTEEN HOUSING GROUP LIMITED is planning to enhance their contact centre software through a tender process titled "Contact Centre Software Enhancement". The industry categories for this procurement include Software package and information systems as well as Call centre services. The engagement end date is set for 19th July 2024. The organisation is based in MIDDLESBROUGH, England, with the procurement stage currently at the planning phase. This tender for Contact Centre Software Enhancement by THIRTEEN HOUSING GROUP LIMITED presents an opportunity for small and medium-sized enterprises (SMEs) specializing in software solutions and call centre services. Businesses interested in improving customer experiences, automating quality management, and enhancing risk and compliance measures would be well-suited to compete for this contract. The deadline for suppliers' engagement is the end of July, with a limited number of suppliers being sought to participate in the upcoming open tender. ## Notice We are currently engaging with suppliers in the market to further understand our requirements for a Contact Centre Solution Software solution to plug into our current VOIP Contact Centre Solution. We are looking to enhance our current contact centre solution. Our customers are truly at the heart of what we do here at Thirteen and we are exploring the external market to support us with our journey around striving to continually improve our colleague and customer experience to: - Deliver exceptional front line agent experiences to improve employee productivity and engagement as well continuing to strive to enhance our customers experience to create Happy Customers. - Automation of Quality Management to effectively and proactively manage QA at scale, driving quality outcomes and improving CX. - Risk & Compliance - Understand Voice and omni channel conversations to uncover the insight needed to ensure compliance is met with every interaction and to reduce any risks. - Customer Sentiment/Speech analytics to allow us to easily identify trend, failure, repeat issues and hot spots to improve the overall customer experience as well as to identify additional support/coaching requirements for agents to improve the overall customer journey. - Reports - Full suite of reports which are easily configured, exported and within standard formats. We are looking to speak with a limited number of suppliers with the aim of going out to Open Tender the end of July. The purpose of this is to build our understanding of our requirements and what is available on the market currently. Please email procurement@thirteengroup.co.uk with any key points you aware of from experience that is often missed. To take part in this potential upcoming tender please ensure that you are registered on our portal: https://in-tendhost.co.uk/thirteengroup. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/6241bc16-0389-47ea-bb43-1cc575f1e647 | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 24 Jun 2024 | | Submission deadline | Not specified | | Future notice date | 19 Jul 2024 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | THIRTEEN HOUSING GROUP LIMITED | | Locality | MIDDLESBROUGH | | Post town | Cleveland | | Postcode | TS2 1QG | | Country | England | | ITL 1 | TLC North East (England) | | ITL 2 | TLC3 Tees Valley | | ITL 3 | TLC32 South Teesside | | Local authority | Middlesbrough | | Electoral ward | Central | | Westminster constituency | Middlesbrough and Thornaby East | | Delivery location | Not specified | ## CPV Codes ### Divisions - 48 - Software package and information systems - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 48000000 - Software package and information systems - 79512000 - Call centre ## Release History - 24 Jun 2024 at 09:26 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/6241bc16-0389-47ea-bb43-1cc575f1e647 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/6241bc16-0389-47ea-bb43-1cc575f1e647 24th June 2024 - Early engagement notice on Contracts Finder ## Notice URLs - https://in-tendhost.co.uk/thirteengroup ## 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-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f.json.