---
title: "Preliminary Market Engagement -Omni Channel Contact Centre/ACD, CRM, Web CMS and Telephony"
ocid: "ocds-b5fd17-81439900-ddd3-472e-bc40-b999e5e3942e"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-81439900-ddd3-472e-bc40-b999e5e3942e"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-81439900-ddd3-472e-bc40-b999e5e3942e.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-81439900-ddd3-472e-bc40-b999e5e3942e.json"
source: "Contracts Finder"
current_stage: "Planning"
buyer: "LEICESTER CITY COUNCIL"
published: "2024-07-17"
---

# Preliminary Market Engagement -Omni Channel Contact Centre/ACD, CRM, Web CMS and Telephony

Buyer: LEICESTER CITY COUNCIL  
Current stage: Planning  
OCID: ocds-b5fd17-81439900-ddd3-472e-bc40-b999e5e3942e

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-81439900-ddd3-472e-bc40-b999e5e3942e.json)

## Summary

The Leicester City Council is initiating a preliminary market engagement process for the procurement of an Omni Channel Contact Centre/ACD, CRM, Web CMS and Telephony solution. The procurement falls under the industry category of Software package and information systems. The engagement end date is set for July 31, 2024.

This tender opportunity presented by Leicester City Council is suitable for small and medium enterprises as well as voluntary, community, and social enterprise organisations. Businesses offering Contact Centre solutions, CRM systems, Web CMS platforms, and Telephony services are well-suited to compete in this market intelligence gathering process.

## Notice

Leicester City Council ("the Council") are commencing a formal process to obtain market intelligence on offerings in the market on both commercial off the shelf solutions as well as any build offerings in open source platforms, eg MS Power platform (or alternate) in relation to options around the replacement of predominantly the Contact Centre, ACD and telephony platforms, but also where there maybe synergies between open source platforms such as ID management, web CMS and/or CRM etc. We are keen in understanding and exploring all suggestions to what services could be offered to provide; * A full Omni Channel / Contact Centre solution with a secure customer portal with MFA authentication and CRM capability or with D365 Integration capabilities to manage Customer cases. This is currently provided by a combination of Granicus and Microsoft Dynamics 365 platforms. * A Web CMS platform that supports SSO and offers feedback capability. In addition, it should be able to manage our estate of microsites hosted on different domains/URLs. * ID Management: & Linking Other Data * Consider alternatives to Microsoft Teams telephony. Before commencing a formal tender process, we are keen to seek market information from organisations that may have an interest or expertise in this field. The information provided will be used to help inform and shape the requirements in our specification.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/430fc28d-5b75-44ac-864e-d1bbe27e5dde |
| Notice type | Market Engagement Notice |
| Procurement type | Standard |
| Procurement category | Not specified |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Jul 2024 |
| Submission deadline | Not specified |
| Future notice date | 31 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 | LEICESTER CITY COUNCIL |
| Locality | LEICESTER |
| Post town | Leicester |
| Postcode | LE1 1FZ |
| Country | England |
| ITL 1 | TLF East Midlands (England) |
| ITL 2 | TLF2 Leicestershire, Rutland and Northamptonshire |
| ITL 3 | TLF21 Leicester |
| Local authority | Leicester |
| Electoral ward | Castle |
| Westminster constituency | Leicester South |
| Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 17 Jul 2024 at 12:31 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/430fc28d-5b75-44ac-864e-d1bbe27e5dde

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/430fc28d-5b75-44ac-864e-d1bbe27e5dde
  17th July 2024 - Early engagement notice on Contracts Finder
- https://procontract.due-north.com/Advert?advertId=b489de03-3844-ef11-812d-005056b64545
  Advert

## Notice URLs

- http://www.leicester.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-b5fd17-81439900-ddd3-472e-bc40-b999e5e3942e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-81439900-ddd3-472e-bc40-b999e5e3942e.json.