---
title: "Contact Centre Software Solution"
ocid: "ocds-h6vhtk-028d66"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-028d66"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-028d66.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-028d66.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "BOURNEMOUTH CHRISTCHURCH AND POOLE COUNCIL"
published: "2021-01-26"
---

# Contact Centre Software Solution

Buyer: BOURNEMOUTH CHRISTCHURCH AND POOLE COUNCIL  
Current stage: Award  
OCID: ocds-h6vhtk-028d66

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## Summary

The Bournemouth Christchurch and Poole Council has successfully completed a tender process for a "Contact Centre Software Solution" in the communication and multimedia software package industry. The contract, which commenced on 27 December 2020, is set to run until 26 December 2023, with an option for annual extensions for up to two additional years, potentially extending the contract to five years. The procurement was conducted under a limited method due to the extreme urgency caused by the COVID-19 pandemic, necessitating an expedited transition to a cloud-based voice solution using Microsoft Teams.

This contract presents significant opportunities for businesses involved in software solutions, telecommunications, and technical consultancy services, particularly those with capabilities to support cloud integration and contact centre functionalities. With a total bidding range between £422,061 and £703,435, companies that can provide robust, scalable solutions and first-line triage support are well-suited to compete in this space, ensuring the continuity of vital council services during challenging circumstances.

## Notice

BCP Council are actively progressing on a unified Cloud Voice journey, with Microsoft Teams recently selected as the modern platform of choice. The migration of voice/telephony services to Teams Cloud Voice is soon to be completed by the BCP Council's Unified Comms (UC) Team, with a focus to date on delivering core business functionality to its connected workforce. A concluding part of BCP's UC transformation is a migration away from the existing on-premises Contact Centre platform, with Anywhere365's 'Dialogue Cloud'. The migration has been requested to take place across two phases, delivering end-state contact centre functionality for 200 BCP Council 'Agents'. The urgency of this requirement has been expedited as a result of the ongoing COVID-19 pandemic. The supplier will supply the up-front transaction of the 3-year Anywhere365 platform costs, as well as providing technical consultancy to ensure end-end activities are fully documented. The supplier will also provide initial triage and escalation support to BCP. The Supplier will also provide the Council with first line triage support (with escalation to Anywhere365 as appropriate) with an option to bolt-on our Technical Design Authority Service.

### Lot Information

Lot 1

The Council has awarded a contract for a Contact Centre Solution for BCP Council's Customer Services Unit. The contract starts on 27 December 2020 and ends on 26 December 2023 with the option to extend annually for a further two years. Therefore, if all extensions were taken the full length of the contract would be for five years.

Options: The contract starts on 27 December 2020 and ends on 26 December 2023 with the option to extend annually for a further two years. Therefore, if all extensions were taken the full length of the contract would be for five years.

### Procurement Information

The contract has been awarded without prior publication in accordance with paragraph (2)(c) of Regulation 32 - for reasons of extreme urgency brought about by events unforeseeable by the contracting authority, the time limits for the open or restricted procedures or competitive procedures with negotiation cannot be complied with. The urgency of this requirement has been expedited as a result of the ongoing COVID-19 pandemic. There is an urgency to respond to the impact of COVID-19 by ensuring that there is no loss of existing service provision at the Council that could have public health risks if this service provision is not available. COVID-19 was unforeseeable and the consequences of the urgent need to the change of delivering service provision could not have been predicted. There is insufficient time to run an accelerated procurement under the open or restricted procedures or competitive procedure with negotiation.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/001552-2021 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 26 Jan 2021 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 27 Dec 2020 |
| 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 | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | BOURNEMOUTH CHRISTCHURCH AND POOLE COUNCIL |
| Locality | BOURNEMOUTH |
| Post town | Bournemouth |
| Postcode | BH2 6DY |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK6 North Somerset, Somerset and Dorset |
| ITL 3 | TLK63 Bournemouth, Christchurch and Poole |
| Local authority | Bournemouth, Christchurch and Poole |
| Electoral ward | Bournemouth Central |
| Westminster constituency | Bournemouth West |
| Delivery location | TLK2 Dorset and Somerset |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | TRANSPARITY SOLUTIONS |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48200000 - Networking, Internet and intranet software package
- 48500000 - Communication and multimedia software package
- 48600000 - Database and operating software package
- 72220000 - Systems and technical consultancy services
- 72266000 - Software consultancy services

## Release History

- 26 Jan 2021 at 15:03 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/001552-2021

## Notice URLs

- http://www.bcpcouncil.gov.uk
- https://www.supplyingthesouthwest.org.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-h6vhtk-028d66. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-028d66.json.