---
title: "21 065 Contact Centre as a Service (CCaaS)"
ocid: "ocds-b5fd17-d6481c1f-ca04-429f-9b11-d76f2cce9a3d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-d6481c1f-ca04-429f-9b11-d76f2cce9a3d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-d6481c1f-ca04-429f-9b11-d76f2cce9a3d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-d6481c1f-ca04-429f-9b11-d76f2cce9a3d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CHESHIRE EAST COUNCIL"
published: "2021-12-17"
---

# 21 065 Contact Centre as a Service (CCaaS)

Buyer: CHESHIRE EAST COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-d6481c1f-ca04-429f-9b11-d76f2cce9a3d

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## Summary

Cheshire East Council has recently awarded a contract for the "21 065 Contact Centre as a Service (CCaaS)" project. This procurement falls under the services industry category, specifically classified as an IT software package. The contract, valued at £881,733, will support the council's objectives to enhance customer experience through omni-channel contact centre functionality. The contract was officially awarded on 17th December 2021, with a duration extending until 17th December 2024. The procurement method used was selective, with the contract awarded via a call-off from a framework agreement.

This contract offers significant opportunities for businesses, especially those specialising in IT services and cloud solutions. Companies that provide contact centre software and support services would be well-positioned to take advantage of similar tenders in the future. The emphasis on improving digital channels aligns with market trends, making it an opportune time for enterprises looking to expand their footprint in the public sector's digital service landscape, particularly in the North West of England.

## Notice

Decision to award a contract to Business Systems for NICE Incontact cloud contact solution for all contact centre functionality for Cheshire East Council. Providing omni channel contact centre functionality to support the corporate contact centre and telephony support to satellite contact centres. This solution will support the corporate objectives to improve the customer experience and to drive channel shift towards digital channels.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/902edfee-832f-4db1-84c2-f8fc697358b7 |
| 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 |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Dec 2021 |
| Submission deadline | 1 Dec 2021 |
| Future notice date | Not specified |
| Award date | 17 Dec 2021 |
| Contract period | 17 Dec 2021 - 17 Dec 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1 |
| Lots value | Not specified |
| Awards value | £881,733 |
| 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 | CHESHIRE EAST COUNCIL |
| Locality | SANDBACH |
| Post town | Crewe |
| Postcode | CW11 1HZ |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD6 Cheshire |
| ITL 3 | TLD62 Cheshire East |
| Local authority | Cheshire East |
| Electoral ward | Sandbach Town |
| Westminster constituency | Congleton |
| Delivery location | TLD North West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | BUSINESS SYSTEMS |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48517000 - IT software package

## Release History

- 17 Dec 2021 at 15:11 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/902edfee-832f-4db1-84c2-f8fc697358b7

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/902edfee-832f-4db1-84c2-f8fc697358b7
  17th December 2021 - 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-d6481c1f-ca04-429f-9b11-d76f2cce9a3d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-d6481c1f-ca04-429f-9b11-d76f2cce9a3d.json.