---
title: "Contact Centre as a Service (CCaaS)"
ocid: "ocds-b5fd17-b5415365-de62-4a8e-959b-05e155670b0c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b5415365-de62-4a8e-959b-05e155670b0c"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b5415365-de62-4a8e-959b-05e155670b0c.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-b5415365-de62-4a8e-959b-05e155670b0c.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "MCA - MARITIME AND COASTGUARD AGENCY"
published: "2025-02-28"
---

# Contact Centre as a Service (CCaaS)

Buyer: MCA - MARITIME AND COASTGUARD AGENCY  
Current stage: Award  
OCID: ocds-b5fd17-b5415365-de62-4a8e-959b-05e155670b0c

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-b5415365-de62-4a8e-959b-05e155670b0c)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-b5415365-de62-4a8e-959b-05e155670b0c.json)

## Summary

The Maritime and Coastguard Agency (MCA) based in Southampton, England, has awarded a contract for a "Contact Centre as a Service (CCaaS)" solution to replace their aging contact centre system. This procurement falls under the Software package and information systems industry category. The procurement process is in the Award stage, with a contract period from 3rd February 2025 to 2nd February 2028. The awarded contract, valued at GBP 995,135, was announced on 28th February 2025. The procurement was carried out using a selective method through a call-off from a framework agreement, and the tender was designed to be suitable for SMEs and VCSEs. The contact centre solution will serve customers in various regions including the United Kingdom, Europe, and the British Overseas Territories.

This tender presents a substantial opportunity for businesses specialising in software package and information systems, particularly those providing comprehensive contact centre solutions. Companies capable of delivering scalable, reliable, and innovative contact centre services can significantly benefit from this contract. The MCA's decision to replace their legacy system opens doors for businesses to demonstrate their expertise in modernising and streamlining customer communications. Moreover, SMEs and VCSEs are encouraged to participate, ensuring a diverse range of suppliers can contribute to this essential service upgrade, providing growth opportunities for organisations of varying sizes.

## Notice

Invest in a Contact Centre as a Service (CCaaS) solution to replace the MCA's aging and unsupported legacy contact centre system for all MCA customer communications.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/c83341c9-2753-4ebd-abec-c53a1c88fbd4 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 28 Feb 2025 |
| Submission deadline | 9 Dec 2024 |
| Future notice date | Not specified |
| Award date | 24 Feb 2025 |
| Contract period | 3 Feb 2025 - 2 Feb 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £995,135 |
| Lots value | Not specified |
| Awards value | £995,135 |
| 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 | MCA - MARITIME AND COASTGUARD AGENCY |
| Locality | SOUTHAMPTON |
| Post town | Southampton |
| Postcode | SO15 1EG |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ3 Hampshire and Isle of Wight |
| ITL 3 | TLJ32 Southampton |
| Local authority | Southampton |
| Electoral ward | Banister & Polygon |
| Westminster constituency | Southampton Itchen |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | MAINTEL EUROPE |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 28 Feb 2025 at 15:35 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/c83341c9-2753-4ebd-abec-c53a1c88fbd4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/c83341c9-2753-4ebd-abec-c53a1c88fbd4
  28th February 2025 - Awarded contract notice on Contracts Finder

## 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-b5415365-de62-4a8e-959b-05e155670b0c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b5415365-de62-4a8e-959b-05e155670b0c.json.