--- title: "CONTRACT FOR THE PROVISION OF VOICE, UNIFIED COMMS AND CONTACT CENTRE SELECTION IN THE LONDON BOROUGH OF WALTHAM FOREST" ocid: "ocds-b5fd17-eb90fd3e-d162-4e1c-8c8c-2b9b57a3a5be" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-eb90fd3e-d162-4e1c-8c8c-2b9b57a3a5be" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-eb90fd3e-d162-4e1c-8c8c-2b9b57a3a5be.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-eb90fd3e-d162-4e1c-8c8c-2b9b57a3a5be.json" source: "Contracts Finder" current_stage: "Tender" buyer: "LONDON BOROUGH OF WALTHAM FOREST" published: "2019-10-11" --- # CONTRACT FOR THE PROVISION OF VOICE, UNIFIED COMMS AND CONTACT CENTRE SELECTION IN THE LONDON BOROUGH OF WALTHAM FOREST Buyer: LONDON BOROUGH OF WALTHAM FOREST Current stage: Tender OCID: ocds-b5fd17-eb90fd3e-d162-4e1c-8c8c-2b9b57a3a5be [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-eb90fd3e-d162-4e1c-8c8c-2b9b57a3a5be) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-eb90fd3e-d162-4e1c-8c8c-2b9b57a3a5be.json) ## Summary The London Borough of Waltham Forest has initiated a tender for the provision of Voice, Unified Communications, and Contact Centre Selection, with an estimated value of £2,500,000. This procurement, which falls under the telecommunications industry category, is currently in the active stage, with a submission deadline set for 18th November 2019. The contract is scheduled to commence on 1st February 2020 and will run for four years until 31st January 2024, with an option for a two-year extension, potentially concluding on 31st January 2026. Interested parties can submit their tenders through an open procurement method, which allows any qualified organisation to apply. This tender offers significant opportunities for businesses specialising in telecommunications, software development, and customer service technologies. Companies that excel in providing integrated communication solutions, voice recognition software, and automation technologies would be particularly well-suited to compete. Small and medium enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are encouraged to participate, thereby promoting innovation and diversity in service delivery to enhance the customer experience for the London Borough of Waltham Forest. ## Notice The Council of the London Borough of Waltham Forest ("the Authority") invites suitably qualified and experienced organisations to Tender for the Contract for the Provision of Voice, Unified Communications and Contact Centre Selection in the London Borough of Waltham Forest ("the Contract"). The Contract will commence on 1st February 2020 and, subject to satisfactory performance, will operate for a period of (4) years, terminating at midnight on 31st January 2024 with an option to extend for further (2) years which end ("the Contract Period"). At the sole discretion of the Authority and subject to the satisfactory performance of the provider the Contract Period may be extended for up to two (2) years (in such period or periods as the Authority deems appropriate) providing a total possible Contract Period to midnight on 31st January 2026. Although this solution will provide new telephony, modern cloud systems are centred around interacting with customers across different channels easily. This means our objectives are; a, Provide a phone system that allows seamless switch between chat, text, IM, email, voice and web forms as well as the basic functionality for making calls across unified communications channel. b, Provide a contact centre system that supports the management of a call centre and allows processes to be built once and publish in any channel c, Utilise natural language processing to improve experiences - for example recognising sentiment or key words to help route calls d, Continuously build knowledge base capacity for responding to simple queries with a voice bot e, Automate processes, for example delivering end to end through improved voice recognition * Replace current 'Hunt Groups' with intelligent routing f, Increasing collaboration and mobility supporting the Town Hall Campus programme, including making and receiving council calls on laptops and mobile and significantly improved collaborative voice and video calling ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/308f5f79-bc62-4be1-a1f9-17c098a15656 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 11 Oct 2019 | | Submission deadline | 18 Nov 2019 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 1 Feb 2020 - 31 Jan 2024 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £2,500,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Cancelled | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | LONDON BOROUGH OF WALTHAM FOREST | | Locality | LONDON | | Post town | East London | | Postcode | E17 4JF | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI5 Outer London - East and North East | | ITL 3 | TLI53 Redbridge and Waltham Forest | | Local authority | Waltham Forest | | Electoral ward | Chapel End | | Westminster constituency | Walthamstow | | Delivery location | TLI London | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 32000000 - Radio, television, communication, telecommunication and related equipment - 48314000 - Voice recognition software package - 48512000 - Interactive voice response software package - 72212314 - Voice recognition software development services - 72212512 - Interactive voice response software development services ## Release History - 11 Oct 2019 at 08:58 - TenderCancellation - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/308f5f79-bc62-4be1-a1f9-17c098a15656 - 11 Oct 2019 at 08:14 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/e9d8185b-0399-4f22-9c3f-e7e28181a61a ## Documents - https://www.contractsfinder.service.gov.uk/Notice/308f5f79-bc62-4be1-a1f9-17c098a15656 11th October 2019 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/e9d8185b-0399-4f22-9c3f-e7e28181a61a 11th October 2019 - Opportunity notice on Contracts Finder ## Notice URLs - http://www.walthamforest.gov.uk/ ## 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-eb90fd3e-d162-4e1c-8c8c-2b9b57a3a5be. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-eb90fd3e-d162-4e1c-8c8c-2b9b57a3a5be.json.