---
title: "Contact Management"
ocid: "ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "THE GUINNESS PARTNERSHIP LTD"
published: "2023-03-08"
---

# Contact Management

Buyer: THE GUINNESS PARTNERSHIP LTD  
Current stage: Award  
OCID: ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90

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## Summary

The Guinness Partnership Ltd is seeking to replace its Customer Contact Centre capabilities to provide a Managed Service. The procurement process involves Contact Management services, targeting the Contact management software package industry category, with a contract value of £1,260,000. The procurement method is selective with a Restricted procedure. The tender period ends on 24th June 2022, with the contract period spanning from 4th December 2022 to 4th January 2028.

This tender by The Guinness Partnership Ltd offers opportunities for businesses providing CCaaS services with capabilities in areas like Omni channel services, contact centre management, and cloud hosting. Small and medium-sized enterprises (SMEs) are specifically encouraged to participate in this procurement process. Businesses well-versed in providing contract systems analysis, programming services and contract administration may find this tender suitable for growth and development.

## Notice

Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects: * Omni channel capabilities * Multiple, segmented Contact Centre capabilities * Call and Queue Management * Agent and Customer journey and experience * Call Quality & Monitoring tools * Customer Identification and Verification features * Call Delivery, IVR, management, conferencing routing and recording * Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features * PCI process and compliance * MI Reporting * Digital signage - wallboards * Workforce Management capabilities * Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI * Cloud Hosting * UK hosted cloud data centres are preferred The SQ documents are available on https://procontract.due-north.com and the project reference is DN612881

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/2731712c-2d89-4669-ad71-5661ec02bd6a |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Mar 2023 |
| Submission deadline | 28 Jun 2022 |
| Future notice date | Not specified |
| Award date | 21 Dec 2022 |
| Contract period | 19 Jan 2023 - 18 Jan 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,260,000 |
| Lots value | Not specified |
| Awards value | £2,373,431 |
| 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 | THE GUINNESS PARTNERSHIP LTD |
| Locality | LONDON |
| Post town | North West London |
| Postcode | NW1 3FG |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI36 Camden |
| Local authority | Camden |
| Electoral ward | Regent's Park |
| Westminster constituency | Holborn and St Pancras |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | 8X8 |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48333000 - Contact management software package
- 72245000 - Contract systems analysis and programming services
- 79994000 - Contract administration services

## Release History

- 8 Mar 2023 at 12:01 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/2731712c-2d89-4669-ad71-5661ec02bd6a
- 23 May 2022 at 09:19 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/ac73f83a-c3e2-462d-852d-4e533b5ab21b
- 19 May 2022 at 07:38 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/75046bab-1d63-4827-ba1e-2301a225e5bc

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/2731712c-2d89-4669-ad71-5661ec02bd6a
  8th March 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/ac73f83a-c3e2-462d-852d-4e533b5ab21b
  23rd May 2022 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/75046bab-1d63-4827-ba1e-2301a225e5bc
  19th May 2022 - Opportunity notice on Contracts Finder

## Notice URLs

- http://www.guinnesspartnership.com/
- https://procontract.due-north.com

## 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-db216dd5-90bf-461c-bf84-59ea7c89aa90. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90.json.