---
title: "Contact Centre - Telephony"
ocid: "ocds-b5fd17-db0aaa37-da0d-4426-8d75-910c684446a6"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-db0aaa37-da0d-4426-8d75-910c684446a6"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-db0aaa37-da0d-4426-8d75-910c684446a6.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-db0aaa37-da0d-4426-8d75-910c684446a6.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "BEDFORD BOROUGH COUNCIL"
published: "2024-02-20"
---

# Contact Centre - Telephony

Buyer: BEDFORD BOROUGH COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-db0aaa37-da0d-4426-8d75-910c684446a6

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-db0aaa37-da0d-4426-8d75-910c684446a6)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-db0aaa37-da0d-4426-8d75-910c684446a6.json)

## Summary

The Bedford Borough Council has awarded a contract for the provision of an omni-channel contact centre platform named "Contact Centre - Telephony". The contract is in the services category with a total value of £408,817. The procurement method used was selective, calling off from a framework agreement. The contract period is from 31st January 2024 to 30th January 2029, and the tender closed on 29th December 2023. The buying organisation for this contract is the Bedford Borough Council, located in Bedford, England.

This tender presents an opportunity for businesses providing telecommunications network services to compete for the contract. The Bedford Borough Council specifically mentioned that SMEs are suitable for this opportunity. Businesses with expertise in managing omni-channel contact centres and telecommunications networks may find this tender well-suited for business growth. Interested businesses should review the specifics of the contract requirements and deadlines to align their proposals accordingly.

## Notice

An omni-channel contact centre platform will allow the front-line services to continue to manage contacts whilst allowing Customer Services Centre to use one platform to manage all contacts. An omni-channel contact centre will be integrated to the digital platform and ability to manage contacts through phone, chat, social media and many others. The following front-line services use the contact centre solution: * Customer Services Centre * ICT Services * Parking Services * Local Welfare Provision * MASH/IFD * Local Taxation * Pensions * Debt Control * Older Peoples Services

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0a9b27cd-2dd5-4ea2-bf3e-ad172e87cff9 |
| 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 | 20 Feb 2024 |
| Submission deadline | 29 Dec 2023 |
| Future notice date | Not specified |
| Award date | 29 Dec 2023 |
| Contract period | 31 Jan 2024 - 30 Jan 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £408,817 |
| Lots value | Not specified |
| Awards value | £408,817 |
| 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 | BEDFORD BOROUGH COUNCIL |
| Locality | BEDFORD |
| Post town | Milton Keynes |
| Postcode | MK42 9AP |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH2 Bedfordshire and Hertfordshire |
| ITL 3 | TLH24 Bedford |
| Local authority | Bedford |
| Electoral ward | Cauldwell |
| Westminster constituency | Bedford |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | SOFTCAT |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment

### Codes

- 32412100 - Telecommunications network

## Release History

- 20 Feb 2024 at 10:40 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0a9b27cd-2dd5-4ea2-bf3e-ad172e87cff9

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/0a9b27cd-2dd5-4ea2-bf3e-ad172e87cff9
  20th February 2024 - 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-db0aaa37-da0d-4426-8d75-910c684446a6. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-db0aaa37-da0d-4426-8d75-910c684446a6.json.