--- title: "Contact Centre Software Solution" ocid: "ocds-b5fd17-790b614d-68f6-4ede-a16e-9b7579468883" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-790b614d-68f6-4ede-a16e-9b7579468883" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-790b614d-68f6-4ede-a16e-9b7579468883.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-790b614d-68f6-4ede-a16e-9b7579468883.json" source: "Contracts Finder" current_stage: "Tender" buyer: "ENGLISH HERITAGE-PROCUREMENT" published: "2018-03-13" --- # Contact Centre Software Solution Buyer: ENGLISH HERITAGE-PROCUREMENT Current stage: Tender OCID: ocds-b5fd17-790b614d-68f6-4ede-a16e-9b7579468883 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-790b614d-68f6-4ede-a16e-9b7579468883) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-790b614d-68f6-4ede-a16e-9b7579468883.json) ## Summary English Heritage-Procurement is currently seeking a provider for a Contact Centre Software Solution, a project valued at £250,000. The procurement process is at the tender stage, with the tender period set to close on 12th April 2018. The selected solution must comply with PCI standards and integrate with a Workforce Management system, enhancing operational efficiency. This procurement falls within the services industry, specifically focusing on contact management software development. The delivery addresses include the United Kingdom and several overseas territories, with the contract expected to commence on 1st May 2018 and last until 30th April 2021. This tender presents significant growth opportunities for technology firms specialising in software development and contact centre solutions. Businesses that can offer PCI-compliant software with advanced features such as IVR payment processing and seamless integration with existing workforce tools will be particularly suited to compete. Firms looking to expand their portfolio in the public sector are encouraged to participate, given the strategic nature of this project in enhancing English Heritage's contact management capabilities. ## Notice English Heritage needs to replace its existing Contact Centre software with a solution that complies with PCI standards. The current solution lacks much of the functionality required to take the Contact Centre forward in line with the future requirements of the business and is very resource heavy. We need to include solutions such as; IVR payment to allow the agent to capture the credit card information without ever seeing or hearing it, and DTMF tones that are suppressed entirely or converted to monotones so the agent cannot recognize them and so that they cannot be recorded. English Heritage needs to ensure that whatever solution is selected that it ensures PCI Compliance and includes required functionality and integration with a Workforce Management solution to free up resources. Additional information: Suppliers interested in this opportunity should register at https://in-tendhost.co.uk/english-heritage/aspx/Home in orderto express interest and download documentation. Is a Recurrent Procurement Type? : No ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/f95871dc-5b55-4928-b126-50fdd58e421f | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 13 Mar 2018 | | Submission deadline | 12 Apr 2018 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 30 Apr 2018 - 30 Apr 2021 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £250,000 | | 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 | ENGLISH HERITAGE-PROCUREMENT | | Locality | WILTS | | Post town | Swindon | | Postcode | SN2 2EH | | Country | England | | ITL 1 | TLK South West (England) | | ITL 2 | TLK7 Gloucestershire and Wiltshire | | ITL 3 | TLK71 Swindon | | Local authority | Swindon | | Electoral ward | Mannington and Western | | Westminster constituency | Swindon South | | Delivery location | Not specified | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72212333 - Contact management software development services ## Release History - 13 Mar 2018 at 10:47 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/f95871dc-5b55-4928-b126-50fdd58e421f - 9 Mar 2018 at 16:49 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/f95871dc-5b55-4928-b126-50fdd58e421f - 9 Mar 2018 at 16:35 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/f95871dc-5b55-4928-b126-50fdd58e421f ## Documents - https://www.contractsfinder.service.gov.uk/Notice/f95871dc-5b55-4928-b126-50fdd58e421f 13th March 2018 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/english-heritage/aspx/Home Additional information on how to apply for this contract ## 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-b5fd17-790b614d-68f6-4ede-a16e-9b7579468883. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-790b614d-68f6-4ede-a16e-9b7579468883.json.