--- title: "Contact Centre & Telephony Market Engagement" ocid: "ocds-b5fd17-f98ee0f3-169d-4c31-8589-83bc5135875d" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f98ee0f3-169d-4c31-8589-83bc5135875d" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f98ee0f3-169d-4c31-8589-83bc5135875d.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-f98ee0f3-169d-4c31-8589-83bc5135875d.json" source: "Contracts Finder" current_stage: "Planning" buyer: "NHS BUSINESS SERVICES AUTHORITY" published: "2022-04-29" --- # Contact Centre & Telephony Market Engagement Buyer: NHS BUSINESS SERVICES AUTHORITY Current stage: Planning OCID: ocds-b5fd17-f98ee0f3-169d-4c31-8589-83bc5135875d [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-f98ee0f3-169d-4c31-8589-83bc5135875d) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-f98ee0f3-169d-4c31-8589-83bc5135875d.json) ## Summary The NHS Business Services Authority is currently in the planning stage of a public procurement process for "Contact Centre & Telephony Market Engagement", which falls under the telecommunications services category. Based in Newcastle upon Tyne (NE15 8NY), this procurement aims to engage with suppliers regarding the provision of contact centre and telephony solutions as they prepare to replace their existing corporate telephony contract expiring within the next 18 months. Key milestones include a webinar on May 11, 2022, at 14:00, where potential suppliers can learn more about the service requirements, with expressions of interest due by May 10, 2022. This tender presents significant opportunities for businesses in the telecommunications and technology sectors, particularly those offering innovative contact centre solutions, unified communications, and related services. Companies that can provide advanced telephony capabilities or enhance operational efficiencies through new technologies would be well-suited to participate. While the engagement does not guarantee future contracts, it seeks to gather insights and foster collaboration, ultimately leading to potential procurement opportunities influenced by supplier feedback and market engagement outcomes. ## Notice The purpose of this Prior Information Notice (PIN) is to alert potential suppliers to an opportunity in relation to supply of contact centre and telephony solutions. This is a pre-tender market engagement exercise. NHS Business Service Authority has a contract to cover all corporate telephony. This is due to expire over the next 18 months. It covers the following services; -Contact Centre Services, -Access to a new service and capability, which enables the Back Office services to make phone calls via Microsoft Teams. -Traditional Telephony services, Non Geographic (0300) Numbers -Unified Communications -Mobile Voice and Data We will use this exercise to engage with the telephony supplier market and have included suppliers from the Crown Commercial Framework RM3808 Network Services 2. Suppliers are to be invited to attend a webinar. The webinar will provide details of our organisation and will supply more information about this tender opportunity. The date of the webinar is Wednesday 11 May at 1400. This will be followed by a Request for Information (RFI) process. Suppliers must register an interest to participate in the webinar and the RFI. The webinar and the feedback from the RFI will allow you, as a supplier, the opportunity to provide an "art of the possible" concept for our corporate requirement. The Authority would like to understand all current, emerging and potentially futureproof contact centre technologies and anticipate this will help to enhance our corporate capability. The RFI will include a number of questions that suppliers who have expressed an interest can submit feedback and responses to these questions. All expressions of interest to attend the webinar must be submitted by Tuesday 10 May at 12 noon. This invitation to the webinar and the RFI will be arranged using the Health e-portal. Atamis and all interested suppliers should ensure they are registered by using this link: https://health-family.force.com/s/Welcome. To access the documentation suppliers must search opportunities using system reference C72500 Contact Centre & Telephony Market Engagement. The current revenue budget is an estimated PS1.7m annually. This is based on the existing Authority's technologies and cost model. However, as this is a new opportunity to the market, the Authority has an expectation to transform these services. With the transformation of the existing services, there is an expectation that efficiencies will be produced. The length of the contract is still to be decided and will be influenced by the results from the soft market engagement. This engagement exercise is mainly for information gathering, it does not guarantee any future work and all future business will be subject to procurement regulations. The market engagement processes described above does not form part of the formal procurement process. Participation in this event is voluntary, however the Authority wishes to encourage ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b8a5dfc1-f288-409d-95dd-88d9b264eaa6 | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 29 Apr 2022 | | Submission deadline | Not specified | | Future notice date | 29 Apr 2022 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NHS BUSINESS SERVICES AUTHORITY | | Locality | NEWCASTLE UPON TYNE | | Post town | Newcastle upon Tyne | | Postcode | NE15 8NY | | Country | England | | ITL 1 | TLC North East (England) | | ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear | | ITL 3 | TLC43 Tyneside | | Local authority | Newcastle upon Tyne | | Electoral ward | Lemington | | Westminster constituency | Newcastle upon Tyne Central and West | | Delivery location | Not specified | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services ### Codes - 64200000 - Telecommunications services ## Release History - 29 Apr 2022 at 15:37 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/b8a5dfc1-f288-409d-95dd-88d9b264eaa6 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/b8a5dfc1-f288-409d-95dd-88d9b264eaa6 29th April 2022 - Early engagement notice on Contracts Finder ## Notice URLs - https://health-family.force.com/s/Welcome ## 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-f98ee0f3-169d-4c31-8589-83bc5135875d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f98ee0f3-169d-4c31-8589-83bc5135875d.json.