--- title: "Customer Contact through digital and omi-channel" ocid: "ocds-b5fd17-fb0e739f-83c0-4e04-bcdd-d854ef7e3e75" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-fb0e739f-83c0-4e04-bcdd-d854ef7e3e75" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-fb0e739f-83c0-4e04-bcdd-d854ef7e3e75.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-fb0e739f-83c0-4e04-bcdd-d854ef7e3e75.json" source: "Contracts Finder" current_stage: "Planning" buyer: "NEWCASTLE CITY COUNCIL" published: "2024-07-17" --- # Customer Contact through digital and omi-channel Buyer: NEWCASTLE CITY COUNCIL Current stage: Planning OCID: ocds-b5fd17-fb0e739f-83c0-4e04-bcdd-d854ef7e3e75 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-fb0e739f-83c0-4e04-bcdd-d854ef7e3e75) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-fb0e739f-83c0-4e04-bcdd-d854ef7e3e75.json) ## Summary The Newcastle City Council is planning a tender process for the project titled "Customer Contact through digital and omi-channel" in the software package and information systems industry category. The engagement end date is set for 31st July 2024. The procurement opportunity is for suppliers to participate in a Supplier Engagement Session to explore advancements in contact centre management, corporate telephony, and AI use for customer experiences. The session will focus on developing an omnichannel approach to customer service and will be held in August. This tender by Newcastle City Council provides opportunities for SMEs and VCSEs in the region, especially those with expertise in customer contact technology, AI integration, and omnichannel customer experience strategies. Businesses offering services related to corporate telephony solutions can also find this opportunity beneficial. The engagement session allows suppliers to showcase their products and services and understand the specific needs of the council, potentially leading to business growth through collaboration in delivering innovative customer contact solutions. ## Notice We are pleased to invite you to a Supplier Engagement Session hosted by Newcastle City Council. This session aims to explore the latest advancements and offerings in contact centre management, corporate telephony, and the use of AI to enhance customer experiences. We are particularly interested in discussing the development of an omnichannel approach to customer service. During this session, we'd like to discuss: * The current landscape and future trends in customer contact technology. * Opportunities for integrating AI to improve customer interactions. * Strategies for developing a seamless omnichannel customer experience. * How services might integrate with our wider corporate telephony. This session will also provide an opportunity for you to showcase your products and services and understand our specific needs in these areas. The sessions will be via Microsoft Teams and approximately one hour long, taking place in August. We expect a large number of contacts for this engagement and will not be able to dedicate time to every applicant. If we are not able to see you, we'd still like to you to submit a presentation or other written materials on the NEPO portal or via email. Because not all of our colleagues will be able to attend every session, sessions may be recorded and summarised using Microsoft Copilot. Please send a message on the NEPO portal if you feel your offer is relevant to this brief and wish to book a 1 hour Teams meeting (there are limited numbers of slot in August). If you would like to discuss before booking a slot email Janine.lancaster@newcastle.gov.uk. Deadline to register interest is 5pm 31st July 2024. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/5740227c-abb1-4d70-b3f1-703e964230c4 | | Notice type | Planned Procurement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 17 Jul 2024 | | Submission deadline | Not specified | | Future notice date | 31 Jul 2024 | | 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 | NEWCASTLE CITY COUNCIL | | Locality | NEWCASTLE UPON TYNE | | Post town | Newcastle upon Tyne | | Postcode | NE1 8QH | | 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 | Monument | | Westminster constituency | Newcastle upon Tyne Central and West | | Delivery location | TLC North East (England) | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48000000 - Software package and information systems ## Release History - 17 Jul 2024 at 14:32 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/5740227c-abb1-4d70-b3f1-703e964230c4 - 17 Jul 2024 at 09:53 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/5740227c-abb1-4d70-b3f1-703e964230c4 - 16 Jul 2024 at 13:47 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/5740227c-abb1-4d70-b3f1-703e964230c4 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/5740227c-abb1-4d70-b3f1-703e964230c4 17th July 2024 - Early engagement notice on Contracts Finder - https://procontract.due-north.com/Home/About ## 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-fb0e739f-83c0-4e04-bcdd-d854ef7e3e75. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-fb0e739f-83c0-4e04-bcdd-d854ef7e3e75.json.