--- title: "CP1436-17A Call Centre Services" ocid: "ocds-b5fd17-bfdfa7ed-60da-4823-8d72-6f24ab1567a9" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-bfdfa7ed-60da-4823-8d72-6f24ab1567a9" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-bfdfa7ed-60da-4823-8d72-6f24ab1567a9.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-bfdfa7ed-60da-4823-8d72-6f24ab1567a9.json" source: "Contracts Finder" current_stage: "Award" buyer: "DEVON COUNTY COUNCIL" published: "2017-08-10" --- # CP1436-17A Call Centre Services Buyer: DEVON COUNTY COUNCIL Current stage: Award OCID: ocds-b5fd17-bfdfa7ed-60da-4823-8d72-6f24ab1567a9 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-bfdfa7ed-60da-4823-8d72-6f24ab1567a9) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-bfdfa7ed-60da-4823-8d72-6f24ab1567a9.json) ## Summary The procurement process titled "CP1436-17A Call Centre Services" was initiated by Devon County Council (DCC) to acquire a highly configurable contact centre technology solution. This procurement falls under the services category, specifically aimed at the call centre industry. Located at County Hall, Topsham Road, Exeter, the buying organisation is looking for solutions that integrate with their existing systems and offer advanced services like voicemail and speech recognition. The tender period concluded on 2nd June 2017, and the anticipated contract value ranges between £600,000 and £800,000 over ten years. This tender presents an excellent opportunity for businesses specialising in call centre technology and solutions. Companies offering systems that enhance communication infrastructure, particularly those with capabilities in cloud services and intelligent call routing, would be well-suited to compete. As DCC strives to adapt to evolving business requirements, firms that can provide flexible, innovative solutions are likely to find significant growth potential within this contract scope. ## Notice Devon County Council (DCC) Require an intelligent, highly configurable contact centre technology solution to sit on top of our SfB infrastructure to service the contact centres listed in the invitation to tender and with the flexibility to provide additional sites, or different combinations of sites, as business requirements evolve. The solution should also provide Voicemail facilities for SfB users, flexible call queuing, IVR and directory services with speech recognition, whereby callers can ask for a member of staff, or a service by name. The expected total contract value is between PS600,000 and PS800,000 this is based on (10) ten year period. Devon County Council (DCC) operates an internal voice/telephone network which comprises 13 Unify Realitis DX TDM PABXs and a Unify dual node OpenScape Voice VOIP platform. These are linked together via proprietary SIP Trunking running across a managed service MPLS network. The network hosts about 7,000 extensions, spread across approximately 40 sites. Most extensions have an associated DDI number for incoming calls. DCC has moved to a more flexible method of working and uses a speech recognition directory to send calls to the users' nominated device, whether this is a desk extension, mobile, home line or a handset in a partner's location. This is provided by a dual node Netcall Liberty platform. This platform also provides our voicemail service and some IVR and auto attendant services for some of the smaller contact routes into the authority. DCC also operates a 60 seat contact centre, based in Tiverton which deals with the majority of incoming calls from the public for Council services. This includes, but is not limited to; Devon Highways, Adult and Children's Social Care, Registrars and General Enquiries. This is based on a Unify Realitis DX PABX with intelligent call routing and reporting provided by OpenScape Contact Centre (OSCC). ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/138118ac-b344-45ea-8e2e-1c825bc98d57 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 10 Aug 2017 | | Submission deadline | 2 Jun 2017 | | Future notice date | Not specified | | Award date | 7 Aug 2017 | | Contract period | 31 Aug 2017 - 1 Sep 2020 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £800,000 | | Lots value | Not specified | | Awards value | £1,000,000 | | 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 | DEVON COUNTY COUNCIL | | Locality | EXETER | | Post town | Exeter | | Postcode | EX2 4QD | | Country | England | | ITL 1 | TLK South West (England) | | ITL 2 | TLK4 Devon | | ITL 3 | TLK43 Devon CC | | Local authority | Exeter | | Electoral ward | Newtown and St Leonard's | | Westminster constituency | Exeter | | Delivery location | TLK South West (England) | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | NETCALL TELECOM | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 10 Aug 2017 at 12:21 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/138118ac-b344-45ea-8e2e-1c825bc98d57 - 2 May 2017 at 09:13 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/138118ac-b344-45ea-8e2e-1c825bc98d57 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/138118ac-b344-45ea-8e2e-1c825bc98d57 2nd May 2017 - Opportunity notice on Contracts Finder ## Notice URLs - http://www.supplyingthesouthwest.org.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-bfdfa7ed-60da-4823-8d72-6f24ab1567a9. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-bfdfa7ed-60da-4823-8d72-6f24ab1567a9.json.