---
title: "CWC22183 - Omnichannel"
ocid: "ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "WOLVERHAMPTON CITY COUNCIL"
published: "2023-05-05"
---

# CWC22183 - Omnichannel

Buyer: WOLVERHAMPTON CITY COUNCIL  
Current stage: Tender  
OCID: ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497.json)

## Summary

The Wolverhampton City Council is inviting tenders for an Omnichannel solution to improve customer service delivery across various departments. The solution requires integration with Microsoft Dynamics 365 and entails providing round-the-clock assistance through Chatbot and Webchat functionalities. The procurement process is currently at the planning stage, with a tender period ending on 8th June 2023. The contract is set to commence on 7th August 2023 and extend till 6th August 2026. The opportunity falls under the communication and multimedia software package category and is suited for SMEs and VCSEs.

This tender by Wolverhampton City Council presents a significant business opportunity for companies offering communication and multimedia software solutions. Businesses specialised in technology services, particularly in customer experience and AI solutions, are well-positioned to compete for this contract. The project aims to enhance the digital services provided by the Council, fostering a shift towards more efficient customer interactions and facilitating resource allocation based on specific customer needs.

## Notice

Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact. Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Councils Revenues and Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat. This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centered services, which deliver value for money. Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24 hour access to their Council queries without human interaction, Chatbot. The solution must also include Webchat functionality, the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution. The result of this project is to see a positive channel shift to Digital Services with power of data and digital to enable the Council to more appropriately direct resources to support those customers with more specific needs. The procurement documents are available at www.wolverhamptontenders.com

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/da9e6816-d6d6-4052-a020-444d3b2992ce |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 May 2023 |
| Submission deadline | 8 Jun 2023 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 6 Aug 2023 - 6 Aug 2026 |
| 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 | Active |
| Lots status | Not specified |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | WOLVERHAMPTON CITY COUNCIL |
| Locality | WOLVERHAMPTON |
| Post town | Wolverhampton |
| Postcode | WV1 1RL |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG39 Wolverhampton |
| Local authority | Wolverhampton |
| Electoral ward | St Peters |
| Westminster constituency | Wolverhampton West |
| Delivery location | TLG West Midlands (England) |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48500000 - Communication and multimedia software package

## Release History

- 5 May 2023 at 14:28 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/da9e6816-d6d6-4052-a020-444d3b2992ce

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/da9e6816-d6d6-4052-a020-444d3b2992ce
  5th May 2023 - Opportunity notice on Contracts Finder

## Notice URLs

- http://www.wolverhampton.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-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-75d2140f-819d-4da1-bf47-ebf333c28497.json.