---
title: "Modern Contact Centre Market Engagement"
ocid: "ocds-h6vhtk-03a2a0"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03a2a0"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03a2a0.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03a2a0.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "ANGLIAN WATER SERVICES LIMITED"
published: "2023-02-03"
---

# Modern Contact Centre Market Engagement

Buyer: ANGLIAN WATER SERVICES LIMITED  
Current stage: Planning  
OCID: ocds-h6vhtk-03a2a0

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## Summary

Anglian Water Services Ltd is currently planning a procurement process titled "Modern Contact Centre Market Engagement." They are seeking a Contact Centre as a Service solution to replace their existing telephony platform, located across various sites in Lincoln, Huntingdon, and Hartlepool. The procurement aims to enhance customer experience and increase digital interactions through modern communication channels like social media and messaging platforms. The deadline for tender submission is on 1st March 2023, with future notices expected on 3rd April 2023.

This tender opportunity by Anglian Water presents a chance for businesses providing communication and multimedia software packages to compete. Companies offering Contact Centre solutions tailored for a large-scale operation and capable of handling diverse customer inquiries would be well-suited for this opportunity. The planned procurement stage allows interested parties to engage with Anglian Water to present innovative product options aligned with the company's goal of transforming their customer service channels into a digital-first model.

## Notice

Anglian Water Services Ltd ("Anglian Water") is currently reviewing options for the future delivery of a Modern Contact Centre (MCC). Anglian Water is looking to procure a Contact Centre as a Service solution to replace the current on-prem contact centre telephony platform. The Contact Centre solution should have the capability of providing a personalised experience to customers by executing inbound, as well as outbound, communication across a variety of channels. In order to understand the contracting models available for this delivery we have decided to undertake Pre-Market Engagement. We are inviting parties who may have an interest in Modern Contact Centres to complete the questionnaire linked to this event in order to give Anglian Water a better understanding of the feasibility of our requirements and to gain insight to the market possibilities. Anglian Water are looking for interested parties to present their available product options in regards to the provision of a Modern Contact Centre. Our Contact Centre serves as the primary hub for incoming and outgoing communications between our company and customers, and is currently spread across multiple physical locations, including Enterprise House in Lincoln, Henderson House in Huntingdon, and Hartlepool. Over 400 agents are responsible for handling a wide range of customer inquiries and issues related to billing, home moves, and operational matters. The current technology landscape is complex and difficult to navigate, resulting in a lack of actionable insights and operational management. We want to reduce our support costs, simplify our systems, and create an easy-to-use platform that can easily adapt to new channels as they emerge. Our aim is to provide a digital-first customer experience, and we are looking to transform our traditional voice channels into modern digital channels. While we understand that some customers will still prefer voice-based interactions, we aim to increase the proportion of digital interactions, making it easy for customers to interact with us through various digital channels, including self-serve, social media, and two-way messaging platforms such as WhatsApp and Facebook Messenger. As a result, we are inviting parties who may have an interest in Modern Contact Centres to complete the event in order to give Anglian Water a better understanding of the feasibility of our requirements and to gain insight to the market possibilities. We are looking for interested parties to present their available product options in regards to the provision of a Modern Contact Centre.

### Lot Information

Lot 1

Please refer to the Market Engagement Document on scanmarket.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/003368-2023 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 3 Feb 2023 |
| Submission deadline | 1 Mar 2023 |
| Future notice date | 2 Apr 2023 |
| 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 | ANGLIAN WATER SERVICES LIMITED |
| Locality | HUNTINGDON |
| Post town | Peterborough |
| Postcode | PE29 6XU |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH4 Cambridgeshire and Peterborough |
| ITL 3 | TLH42 Cambridgeshire CC |
| Local authority | Huntingdonshire |
| Electoral ward | Huntingdon North |
| Westminster constituency | Huntingdon |
| Delivery location | TLH East (England) |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 64 - Postal and telecommunications services

### Codes

- 48500000 - Communication and multimedia software package
- 64210000 - Telephone and data transmission services

## Release History

- 3 Feb 2023 at 10:22 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/003368-2023

## Notice URLs

- https://esourcing.scanmarket.com/SupplierRegistration/NewSupplier?eventId=558740&ccsum=68a3f6934ba491defa6ce658b2fb69a1
- https://www.anglianwater.co.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-03a2a0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03a2a0.json.