---
title: "Salesforce Integrated Telephony"
ocid: "ocds-b5fd17-ebee19aa-6c8d-4910-bec2-effe89e2fe9d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-ebee19aa-6c8d-4910-bec2-effe89e2fe9d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-ebee19aa-6c8d-4910-bec2-effe89e2fe9d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-ebee19aa-6c8d-4910-bec2-effe89e2fe9d.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "NATIONAL CITIZEN SERVICE"
published: "2020-02-27"
---

# Salesforce Integrated Telephony

Buyer: NATIONAL CITIZEN SERVICE  
Current stage: Tender  
OCID: ocds-b5fd17-ebee19aa-6c8d-4910-bec2-effe89e2fe9d

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## Summary

The National Citizen Service (NCS) in the United Kingdom is currently seeking bids for an integrated telephony solution to enhance its operations under the title "Salesforce Integrated Telephony". This procurement process is at the Tender stage, with the contract expected to commence on 1st August 2020 and run until 31st December 2022. The anticipated annual contract value ranges from £400,000 to £600,000. Interested suppliers must submit their proposals by 30th March 2020 at 14:00. The procurement will utilise an open procedure, focusing on telephone network equipment and related services.

This tender presents significant opportunities for businesses operating in telecommunications, especially those offering integrated software solutions compatible with Salesforce. Companies that specialise in networking software, telecommunications services, and scalable telephony systems will be particularly well-suited to compete. Furthermore, SMEs are encouraged to participate, potentially enabling them to expand their market presence by supporting NCS in enhancing its contact centre capabilities for better interaction with its service users.

## Notice

National Citizen Service (NCS) is the country's fastest-growing youth movement, a rite of passage for all teenagers aged 15-17 to discover who they are and what they can do. Nearly 500,000 young people have already taken part. Find out more at www.ncsyes.co.uk NCS currently has the following opportunity for the provision of Integrated Telephony Solution for NCS Network NCS have been using Salesforce for the last 5 years and have had integrated telephony platform for 3 years. The Trust has built up our contact centre experience as an organisation and need to scale the implementation to be able to work with a wider range of organisations and increased support for remote agents and complexity of routing. NCS want to procure a solution that will co-terminate with our Salesforce contract in approximately 2 years 5 months with a commencement date of 1st August 2020. The expected value of the contract is anticipated to be valued at PS400,000 - PS600,000 per annum. The required outputs of this service should be inclusive of but not limited to; Capability to be able to make phone calls and automatically log these in Salesforce. Able to record calls securely in order to review at a later date Fully integrated PCI payment system that deals with stopping and resuming the call recording. Automatic dialing of lists stored within Salesforce. Capability to be able to dial from static lists/reports in Salesforce. Capability to be able to route to advisors based on criteria within Salesforce. Capability to be able to have context specific IVR messages based on data within Salesforce. The functionality for customers to be able to leave voice messages and to be securely stored Reporting suite that makes use of internal Salesforce & Einstein reporting. Monitor usage, agent utilisation and workforce and provide reporting. Compatibility with workforce management systems. The ability to be able to pop the right screen within Salesforce when a call comes in. Ability to be able to create transcripts of calls for analysis. Ability to be able to define & automate customer contact strategy. Gamification & wallboards. The ability to be able to identify and present a local phone number in different regions. The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced. The solution should be able to be scalable and flex and shrink with demand. Upto 1,500 users at peak and down to 500 at low periods. The solution should be highly maintainable. High uptime for contact centres that are mission critical and require high availability. If you are interested in bidding for this opportunity, please register on the NCS Supplier Portal at https://ncs.bravosolution.co.uk Once you are registered then click on 'ITT's open to all Suppliers' and select 'ITT_116' then click the 'express an interest' button to gain access to the relevant documents. The closing date is 30/03/2020 at 14:00.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/574b7323-a7c3-484b-82ef-3918b02c1a10 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (above threshold) |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Planning, Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 27 Feb 2020 |
| Submission deadline | 30 Mar 2020 |
| Future notice date | 2 Sep 2019 |
| Award date | Not specified |
| Contract period | 31 Jul 2020 - 31 Dec 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £2,100,000 |
| 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 | NATIONAL CITIZEN SERVICE |
| Locality | LONDON |
| Post town | West London |
| Postcode | W14 8DG |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI33 Kensington & Chelsea and Hammersmith & Fulham |
| Local authority | Hammersmith and Fulham |
| Electoral ward | Avonmore |
| Westminster constituency | Hammersmith and Chiswick |
| Delivery location | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLI London, TLJ South East (England), TLK South West (England) |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 48 - Software package and information systems
- 64 - Postal and telecommunications services

### Codes

- 32429000 - Telephone network equipment
- 48210000 - Networking software package
- 64200000 - Telecommunications services

## Release History

- 27 Feb 2020 at 17:37 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/574b7323-a7c3-484b-82ef-3918b02c1a10
- 1 Aug 2019 at 10:32 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/88bb105d-945b-4920-8d6a-c78e17c22077

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/574b7323-a7c3-484b-82ef-3918b02c1a10
  27th February 2020 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/88bb105d-945b-4920-8d6a-c78e17c22077
  1st August 2019 - Early engagement notice on Contracts Finder
- https://ncs.bravosolution.co.uk/
  Link to e-procurement

## Notice URLs

- http://www.ncsyes.co.uk
- https://ncs.bravosolution.co.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-ebee19aa-6c8d-4910-bec2-effe89e2fe9d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-ebee19aa-6c8d-4910-bec2-effe89e2fe9d.json.