--- title: "Contact Management Centre" ocid: "ocds-h6vhtk-033ad0" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-033ad0" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-033ad0.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-033ad0.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "THE GUINNESS PARTNERSHIP LTD" published: "2022-05-18" --- # Contact Management Centre Buyer: THE GUINNESS PARTNERSHIP LTD Current stage: Tender OCID: ocds-h6vhtk-033ad0 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-033ad0) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-033ad0.json) ## Summary The Guinness Partnership Ltd, located in London, is currently conducting a tender for a project titled "Contact Management Centre". This procurement falls under the services category, specifically focusing on IT services such as consulting and software development. The tender period is set to conclude on 24 June 2022, with an overall contract value of £1,260,000. This selective procurement process aims to engage qualified providers capable of delivering a cloud-based Contact Centre as a Service (CCaaS) solution, significantly transforming the current telephony and software architecture of the organisation. This tender presents substantial growth opportunities for businesses specialising in IT service provision, particularly those with expertise in cloud-based solutions and contact centre innovations. Companies that can demonstrate experience in deploying CCaaS in the social housing sector or similar industries will find themselves well positioned. The scope for enhancement includes workflow optimisation, AI integration, improved customer engagement, and the decommissioning of legacy systems, all of which require robust technical capabilities and strategic foresight to meet the demands of this substantial contract. ## 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 Center 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 Lot 1 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 realtime 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 ieally 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 Renewal: An initial contract term of 60 months with potential to extend by a further 24 months ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/013362-2022 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 18 May 2022 | | Submission deadline | 24 Jun 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1,260,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## 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 | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 18 May 2022 at 13:35 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/013362-2022 ## Notice URLs - http://www.guinnesspartnership.com/ - https://procontract.due-north.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-033ad0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-033ad0.json.