--- title: "Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team" ocid: "ocds-b5fd17-7a5adfe1-a067-4e0f-bafa-8a5ed479cbd1" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7a5adfe1-a067-4e0f-bafa-8a5ed479cbd1" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7a5adfe1-a067-4e0f-bafa-8a5ed479cbd1.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-7a5adfe1-a067-4e0f-bafa-8a5ed479cbd1.json" source: "Contracts Finder" current_stage: "Award" buyer: "BRITISH COUNCIL(THE)" published: "2021-05-05" --- # Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team Buyer: BRITISH COUNCIL(THE) Current stage: Award OCID: ocds-b5fd17-7a5adfe1-a067-4e0f-bafa-8a5ed479cbd1 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7a5adfe1-a067-4e0f-bafa-8a5ed479cbd1) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-7a5adfe1-a067-4e0f-bafa-8a5ed479cbd1.json) ## Summary The British Council, based in Manchester, is currently in the procurement stage of an open tender for the "Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team." This procurement falls under the telecommunications industry category, specifically aimed at the installation of telecommunications equipment. The tender period ends on 30th May 2019, with a contract period beginning on 22nd July 2019 and running until 21st July 2020. The total value of the contract is £163,000, and an accelerated open procedure is being utilised due to a prior Information Notice issued on 22nd January 2019. This tender presents a significant opportunity for businesses specialising in telecommunications solutions, particularly those offering cloud-based telephony services. Companies that can demonstrate their capabilities in providing innovative and flexible contact centre solutions, as well as the necessary management software, would be well-suited to compete. With the potential for a successful pilot to lead to further deployment across the British Council’s global operations, this contract could facilitate considerable growth for successful bidders. ## Notice Our global customer service function consists of circa 1,000 staff based in offices in over 100 countries. Our UK contact centre is the organisation's flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total - 15 Advisors, 3 Team Leaders and 1 Contact Centre Manager, plus the Global Customer Contact Manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution and associated management software of that telephony solution for use in a contact centre environment, removing the need for traditional hardware such as on-site servers and desk-based phones. We do not wish to purchase any other elements of contact centre channel management platforms. This solution will be piloted in the UK contact centre and, subject to a successful and satisfactory pilot, will be rolled out further across the network. Additional information: Bidders will be required to register on British Council's e-Tendering portal In-Tend hosted at https://in-tendhost.co.uk/britishcouncil in order to take part in the tender process. Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return. Bidders will also be required to demonstrate their capability and 'means of proof' will be required. These conditions are outlined in the ITT. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/66fd432b-1cf7-44c1-88b4-5a6098a3286b | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Accelerated Open procedure (above threshold) | | Tender suitability | SME | | Awardee scale | Large | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 5 May 2021 | | Submission deadline | 30 May 2019 | | Future notice date | Not specified | | Award date | 21 Jul 2019 | | Contract period | 21 Jul 2019 - 21 Jul 2020 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £163,000 | | Lots value | Not specified | | Awards value | £95,000 | | 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 | BRITISH COUNCIL(THE) | | Locality | MANCHESTER | | Post town | Manchester | | Postcode | M1 6BB | | Country | England | | ITL 1 | TLD North West (England) | | ITL 2 | TLD3 Greater Manchester | | ITL 3 | TLD33 Manchester | | Local authority | Manchester | | Electoral ward | Piccadilly | | Westminster constituency | Manchester Central | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | IMI MOBILE EUROPE | ## CPV Codes ### Divisions - 45 - Construction work ### Codes - 45314000 - Installation of telecommunications equipment ## Release History - 5 May 2021 at 10:20 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/66fd432b-1cf7-44c1-88b4-5a6098a3286b - 9 May 2019 at 15:50 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/488afc28-28e2-410b-affc-033d8d70dfb1 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/66fd432b-1cf7-44c1-88b4-5a6098a3286b 5th May 2021 - Awarded contract notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/488afc28-28e2-410b-affc-033d8d70dfb1 9th May 2019 - Opportunity notice on Contracts Finder ## Notice URLs - https://in-tendhost.co.uk/britishcouncil ## 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-b5fd17-7a5adfe1-a067-4e0f-bafa-8a5ed479cbd1. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7a5adfe1-a067-4e0f-bafa-8a5ed479cbd1.json.