--- title: "AHG_000586 - Contact Centre Technology (CS69)" ocid: "ocds-b5fd17-d036ecea-be19-4246-83e2-cc8f1c0f7299" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-d036ecea-be19-4246-83e2-cc8f1c0f7299" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-d036ecea-be19-4246-83e2-cc8f1c0f7299.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-d036ecea-be19-4246-83e2-cc8f1c0f7299.json" source: "Contracts Finder" current_stage: "Tender" buyer: "ANCHOR HANOVER" published: "2023-08-08" --- # AHG_000586 - Contact Centre Technology (CS69) Buyer: ANCHOR HANOVER Current stage: Tender OCID: ocds-b5fd17-d036ecea-be19-4246-83e2-cc8f1c0f7299 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-d036ecea-be19-4246-83e2-cc8f1c0f7299) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-d036ecea-be19-4246-83e2-cc8f1c0f7299.json) ## Summary The procurement process led by Anchor Hanover is for the acquisition of a modern contact centre technology platform to enhance customer service strategies. The tender, titled "AHG_000586 - Contact Centre Technology (CS69)", falls under the services category with the classification of IP telephone services. The procurement method is a selective restricted procedure, with a tender period ending on 29th September 2023, and a contract period starting on 20th November 2023 until 20th November 2026. The procurement is being carried out in the Bradford area, Yorkshire and the Humber, United Kingdom. This tender opportunity presents a chance for businesses specialising in telephony, customer service technology, and communication solutions to participate. Small and medium-sized enterprises (SMEs) are specifically encouraged to engage with this opportunity. The tender process involves a two-stage approach consisting of Selection Questionnaire (SQ) and Invitation to Tender (ITT) stages running concurrently, with a subsequent evaluation and presentation/interview phase. Businesses offering innovative multi-channel communication solutions with self-service options and advanced analytics capabilities are well-suited to compete and potentially secure this contract. ## Notice Who we are? Anchor are the largest provider of specialist Housing and Care for older people in England. We are run "not-for-profit", with a strong balance sheet. We have over 1,700 sites in England including 120 Care homes. We provide 54,000 older people with homes including over 5,000 people in our residential care properties. We look to the future, with an ambitious plan to build 5,700 new homes over the next 10 years. Contact Centre Technology Project The current contact centre technology (Cisco Call Manager) was implemented in 2013 as part of a wider Voice and Data project. It is a Cisco product that is fully hosted and managed by a third party. The solution no longer meets Anchor's business needs and is no longer aligned with Anchor's technology strategy. Additionally, in response to the pandemic a cloud telephony solution, Ring Central, was quickly implemented to support homeworking. This project seeks to procure and implement a new solution to reduce the number of telephony platforms within Anchor, that will be able to support the future organisational needs of Anchor, with the housing business being a priority and allow Anchor to maximise its investments in technology through a platform that will seamlessly integrate with other telephony and customer focussed applications. Anchor's current inbound/outbound communication methods are independent of each other, with no single overall view of customer interaction. A new modern platform will give this capability, with the ability to expand and add other methods of communication through the omni-channel functionality as Anchor enhances its customer service offering. Anchor will also be embarking on a project to address the overall telephony platform moving to Microsoft Teams and expect the successful supplier to be in a position to support the new platform in due course - please note that it isn't part of this procurement. What We Need? We need an organisation to implement, manage and support a modern contact centre technology platform to support our customer service strategy. Alongside the traditional features of contact centre technology we're also looking for products that offer other wider capabilities such as: * Connecting different channels like messaging, video, and social media * Delivering self-service solutions through chatbots and virtual agents * Analysing conversations to provide useful insights Additional information: The SQ & ITT will run concurrently so bidders will have to complete both stages at the same time. Anchor will score all SQ responses and invite a maximum number of suppliers to ITT stage. Anchor will only score the ITT of those suppliers who are invited from the SQ. There will be a presentation/interview as part of the process. The SQ can be found here: https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1301 The ITT can be found here: https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1302 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/5c0692dd-c8f1-4a44-a6d5-5570aa87645b | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure (above threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 8 Aug 2023 | | Submission deadline | 29 Sep 2023 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 20 Nov 2023 - 20 Nov 2026 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | ANCHOR HANOVER | | Locality | BRADFORD | | Post town | Bradford | | Postcode | BD1 2ST | | Country | England | | ITL 1 | TLE Yorkshire and The Humber | | ITL 2 | TLE4 West Yorkshire | | ITL 3 | TLE41 Bradford | | Local authority | Bradford | | Electoral ward | City | | Westminster constituency | Bradford West | | Delivery location | TLE Yorkshire and The Humber | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services ### Codes - 64215000 - IP telephone services ## Release History - 8 Aug 2023 at 12:18 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/5c0692dd-c8f1-4a44-a6d5-5570aa87645b ## Documents - https://www.contractsfinder.service.gov.uk/Notice/5c0692dd-c8f1-4a44-a6d5-5570aa87645b 8th August 2023 - Opportunity notice on Contracts Finder ## Notice URLs - https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1301 - https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1302 ## 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-d036ecea-be19-4246-83e2-cc8f1c0f7299. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-d036ecea-be19-4246-83e2-cc8f1c0f7299.json.