--- title: "Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team" ocid: "ocds-b5fd17-cf0cd1e1-bf83-4c9c-a62f-ec9fb581bb5c" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-cf0cd1e1-bf83-4c9c-a62f-ec9fb581bb5c" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-cf0cd1e1-bf83-4c9c-a62f-ec9fb581bb5c.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-cf0cd1e1-bf83-4c9c-a62f-ec9fb581bb5c.json" source: "Contracts Finder" current_stage: "Planning" buyer: "BRITISH COUNCIL(THE)" published: "2019-01-22" --- # Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team Buyer: BRITISH COUNCIL(THE) Current stage: Planning OCID: ocds-b5fd17-cf0cd1e1-bf83-4c9c-a62f-ec9fb581bb5c [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-cf0cd1e1-bf83-4c9c-a62f-ec9fb581bb5c) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-cf0cd1e1-bf83-4c9c-a62f-ec9fb581bb5c.json) ## Summary The British Council is currently in the planning stage of a procurement process for a project titled "Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team". This initiative falls under the telecommunications installation industry and involves a cloud-based telephony solution intended for their UK contact centre located in Manchester, England. Key dates include the engagement end date on 4th February 2019, after which the Request for Proposal phase is expected to commence. The aim is to explore available options in the marketplace and understand supplier capabilities. This tender represents an opportunity for businesses specialising in cloud telephony solutions and telecommunications equipment installation, particularly those that can provide innovative and flexible working solutions. Small and medium-sized enterprises (SMEs) are encouraged to participate, as this is a chance to demonstrate capabilities and showcase potential offerings without the necessity of a detailed proposal at this stage. Companies adept in integrating modern communication technologies could stand to benefit from this procurement process, which aligns with the British Council's global service functions. ## Notice The British Council is looking for further information on goods and/or services within the marketplace to meet the requirements set out below. We look forward to hearing about your capabilities but would emphasise that this PIN Engagement is intended not to require significant new material to be prepared but is an opportunity for you to demonstrate how your goods and/or services can fulfil our requirements. 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 with full call centre telephony functionality without the need for traditional hardware (i.e. on-site servers and deskbased phones). We wish to find out about products offering the telephony solution only - please note that we are not wishing to purchase any other elements of contact centre channel management platforms. At this stage we are not looking for a detailed plan or delivery proposal as this will be requested at the Request for Proposal/Invitation to Tender stage. However, it would be helpful if you could also provide an indicative estimate of cost (not a quotation) and likely timescales required to deliver this project. Additional information: The British Council would like to undertake an PIN engagement exercise with interested parties as part of this PIN to determine the availability of suitable solutions in the market and understand better supplier capability. If you are interested in expressing an interest for this PIN, please go to https://in-tendhost.co.uk/britishcouncil and documents will be sent for completion by Monday 4th February 2019 10am. You will need to login (or register and then login) before you can express an interest for this PIN. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/770de6af-f502-46ee-b493-266cc447d5df | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 22 Jan 2019 | | Submission deadline | Not specified | | Future notice date | 4 Feb 2019 | | 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 | 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 | ## CPV Codes ### Divisions - 45 - Construction work ### Codes - 45314000 - Installation of telecommunications equipment ## Release History - 22 Jan 2019 at 16:01 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/770de6af-f502-46ee-b493-266cc447d5df ## Documents - https://www.contractsfinder.service.gov.uk/Notice/770de6af-f502-46ee-b493-266cc447d5df 22nd January 2019 - Early engagement 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-cf0cd1e1-bf83-4c9c-a62f-ec9fb581bb5c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-cf0cd1e1-bf83-4c9c-a62f-ec9fb581bb5c.json.