---
title: "Provision of a Contact Centre as a Service"
ocid: "ocds-h6vhtk-030f29"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-030f29"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-030f29.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-030f29.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "THE GUINNESS PARTNERSHIP LTD"
published: "2022-01-25"
---

# Provision of a Contact Centre as a Service

Buyer: THE GUINNESS PARTNERSHIP LTD  
Current stage: Tender  
OCID: ocds-h6vhtk-030f29

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-030f29.json)

## Summary

The Guinness Partnership Ltd is initiating a procurement process titled "Provision of a Contact Centre as a Service". This service falls under the telecommunications services category. Currently in the planning stage, the procurement aims to replace the existing Customer Contact Centre capabilities with a managed service partner. Interested organisations are invited to respond to a soft market testing exercise by the deadline of 4pm on Tuesday, 15th February 2022, to provide an outline of their offerings as per the market engagement brief.

This tender presents significant opportunities for businesses specializing in telecommunications services, particularly those offering cloud-based Customer Contact Centre solutions. Companies that provide omnichannel capabilities, AI and chatbots, workforce management systems, and integration with CRM tools will be well-positioned to compete. This initiative not only invites collaboration but also seeks innovative solutions that can enhance customer experiences, offering a platform for business expansion in the public sector.

## Notice

Guinness is looking to replace its current Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. As a precursor to commencing a procurement process we are issuing this Prior Information Notice (PIN) as a soft market testing exercise to enable Guinness to gain a better understanding of the providers in the market and their technical capabilities. We are looking for organisations to provide us with an outline of their offering with reference to our requirements in the market engagement brief. It is not mandatory to respond and equally, information submitted will not be evaluated or count towards the future tender process. Responses to the market engagement exercise should be submitted via the address stated in I.3 of this notice by 4pm on Tuesday 22nd February.

### Lot Information

Lot 1

Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. CCaaS services will include but not be limited to the below aspects: * Omni channel capabilities * Multiple, segmented Contact Centre capabilities * Call and Queue Management * Agent and Customer journey and experience * Call Quality & Monitoring tools * Customer Identification and Verification features * Call Delivery, IVR, management, conferencing routing and recording * Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features * PCI process and compliance * MI Reporting * Digital signage - wallboards * Workforce Management capabilities * Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI * Cloud Hosting

Renewal: Further details will be provided within the Contract Notice should the contract be subject to renewal.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/002207-2022 |
| Notice type | Planning 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, Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Jan 2022 |
| Submission deadline | Not specified |
| Future notice date | 20 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 | Planned |
| Lots status | Planned |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE GUINNESS PARTNERSHIP LTD |
| Locality | OLDHAM |
| Post town | Oldham |
| Postcode | OL9 7LH |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD37 Greater Manchester North East |
| Local authority | Oldham |
| Electoral ward | Failsworth East |
| Westminster constituency | Manchester Central |
| Delivery location | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England) |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 64 - Postal and telecommunications services

### Codes

- 32500000 - Telecommunications equipment and supplies
- 64200000 - Telecommunications services

## Release History

- 25 Jan 2022 at 16:42 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/002207-2022
- 25 Jan 2022 at 15:57 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/002192-2022

## Notice URLs

- http://www.guinnesspartnership.com/

## 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-030f29. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-030f29.json.