---
title: "Contact Management Centre"
ocid: "ocds-h6vhtk-033529"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-033529"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-033529.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-033529.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE GUINNESS PARTNERSHIP LTD"
published: "2023-03-08"
---

# Contact Management Centre

Buyer: THE GUINNESS PARTNERSHIP LTD  
Current stage: Award  
OCID: ocds-h6vhtk-033529

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-033529)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-033529.json)

## Summary

The Guinness Partnership Ltd has completed the procurement process for the "Contact Management Centre" project. The buying organisation is seeking providers with experience in Contact Management Centre services, specifically in the Social Housing sector. The procurement method used was selective. The contract has been awarded to 8x8 UK Limited.

This tender provides opportunities for businesses experienced in contact management software services. Companies with expertise in cloud-based contact centre solutions and experience in the Social Housing sector would be well-suited to compete. The tender was in the "Award" stage, and the contract value was £2,373,431.65 GBP.

## Notice

As part of the IT Cloud based Strategy TGP are exploring a new framework to replace the current Anywhere 365 Contact Centre (A365) set up to a cloud-based Contact Centre as a Service solution (CCaaS) offering a unified communication service and technology stack, considering all the products and services that help operate the contact centre currently from the telephony, infrastructure, and software. This procurement seeks to engage with providers with exemplary experience within the Contact Management Centre arena that includes assisting organisations through Contact Centre as a Service solution (CCaaS) within the Social Housing sector, or equivalent organisation (of a comparable size, scale, and complexity in terms of geographical footprint, services, regulation and customer demographics).

### Lot Information

Asset and Property management Transformational Support Services

Phase 1 * For approx. 400 contact centre colleagues * New unified cloud-based solution can establish interconnectivity eliminating siloed use of applications, * digitalising workflows, workforce optimisation and improving both the customer/agent experience, * creating a more customer centric and empathetic journey using advances in areas such as software, AI, Interactive Voice Responses, Virtual Agent Assistants and Chat Bots which play a profound role understanding and assessing a customers needs * Improving Self Service options, optimising the verification processes * innovative ways to handle 'call overflow' through careful management and consideration is * Better call quality Management * Optimising inbound / outbound calls with intelligent call routing and a blended workforce * New and improved ways of gathering data for intelligent real-time reporting * Integrations into All Pay depending on decision around renewal in Feb 2023 * Dynamics 365 Online is key to enable all customer contact to be recorded, tracked and managed within CRM ideally providing a 365 degree view of all omni channels * Dynamic 365 expertise to be provided as part of the project * Seamless connected channels of communication * A singular Managed Service where continuous improvement is shared between both parties Phase 2 * Decommission Skype For Business and transition to a full MS Teams model for the remaining 2000 staff across the organisation. This could be done before the implementation of the contact centre this doesn't include upgrading video conferencing capabilities as these will be looked at as part of a separate project * Decommission of all current technology stack: Verint, Wallboards, Daisy, Live Person and A365 * Phase 2 doesn't include integration with Zoho or any other CRM legacy systems

Asset and Property Management Support Services

Lot 2 of the framework offers users a route to market for the supply of professional management and support services for the delivery of their housing maintenance activities, housing and property maintenance services, including client-side and DLO operations. This frameworks seeks to offer the benefits of best practice in contract delivery and collaborative working practices for the Guinness Partnership and other framework users. The framework is to operate across the UK and will be open to all UK public sector bodies to access via a Joining Agreement between the Guinness Partnership, the service provider and Pretium Frameworks Ltd, who the Guinness Partnership has appointed to administer the framework on its behalf. Full details of the scope and requirements of the framework and the procurement process, including how to Tender are included within the procurement and Tender documents.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/006712-2023 |
| Notice type | Tender Notice |
| Procurement type | Framework |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | Large, SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Mar 2023 |
| Submission deadline | 6 Jun 2022 |
| Future notice date | Not specified |
| Award date | 7 Aug 2022 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £8,000,000 |
| Lots value | £8,000,000 |
| Awards value | Not specified |
| Contracts value | £10,373,431 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE GUINNESS PARTNERSHIP LTD |
| Locality | LONDON |
| Post town | North West London |
| Postcode | NW1 3FG |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI36 Camden |
| Local authority | Camden |
| Electoral ward | Regent's Park |
| Westminster constituency | Holborn and St Pancras |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 7 |
| Supplier names | 8X8; ALTAIR CONSULTANCY AND ADVISORY SERVICES; ARK CONSULTANCY; EARL KENDRICK (LONDON; LUMENSOL; RICHARD JACKSON; RIDGE AND PARTNERS |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 71 - Architectural, construction, engineering and inspection services
- 72 - IT services: consulting, software development, Internet and support
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48333000 - Contact management software package
- 71315210 - Building services consultancy services
- 72224000 - Project management consultancy services
- 72245000 - Contract systems analysis and programming services
- 72250000 - System and support services
- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
- 79994000 - Contract administration services

## Release History

- 8 Mar 2023 at 11:15 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/006712-2023
- 21 Sep 2022 at 12:28 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/026371-2022
- 6 May 2022 at 16:37 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/011916-2022

## Notice URLs

- http://www.guinnesspartnership.com/
- https://procontract.due-north.com/Home/

## 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-033529. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-033529.json.