--- title: "Contact Centre Telephony" ocid: "ocds-h6vhtk-03b4ec" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03b4ec" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03b4ec.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03b4ec.json" source: "Find A Tender Service" current_stage: "Award" buyer: "WARWICKSHIRE COUNTY COUNCIL" published: "2023-03-22" --- # Contact Centre Telephony Buyer: WARWICKSHIRE COUNTY COUNCIL Current stage: Award OCID: ocds-h6vhtk-03b4ec [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03b4ec) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03b4ec.json) ## Summary The Warwickshire County Council has awarded a contract for Contact Centre Telephony under Regulation 32 of the Public Contracts Regulations 2015 following a further competition via CCS Framework RM3808. The Council is seeking a Supplier to provide a Contact Centre telephony solution/service, including cloud-based software, integration with existing infrastructure, Microsoft Teams integration, and omnichannel communications capabilities. The contract worth 755,034.31 GBP was awarded to Britannic Technologies Ltd. This tender presents an opportunity for businesses specializing in postal and telecommunications services to compete. The procurement stage is complete, with the contract already awarded. Businesses offering cloud-based SaaS solutions, with capabilities for integration, scalable user numbers, and omnichannel communications, would be well-suited to participate in this tender process. Key requirements include the ability to fully integrate with Microsoft Teams and deliver IVR solutions. ## Notice Warwickshire County Council (the "Council") is seeking a Supplier to provide a Contact Centre telephony solution/service (the "Solution"). The Solution must include the following core requirements: - be cloud-based and delivered as software as a service ("SaaS") through standard web browsers, which must include but is not limited to Google Chrome, Microsoft Edge, Apple Safari and Mozilla Firefox, with no client installation of the Solution required; - capable of integration with the Council's existing infrastructure and applications (e.g., CRM, workflow management tools, Council SIP trunks, etc.), preferably via fully documented and open APIs; - able to fully integrate with Microsoft Teams; - capable of delivering omnichannel communications including IVR; - scalable user numbers with the capacity to accommodate over 750 total users and over 300 concurrent users. The Solution must further allow select Council users to perform day-to-day administration tasks including: - managing user accounts (where this is not performed through federated ID management); - recording voice messages; - editing form options; and - managing call queues. ### Lot Information Lot 1 Warwickshire County Council (the "Council") is seeking a Supplier to provide a Contact Centre telephony solution/service (the "Solution"). The Solution must include the following core requirements: - be cloud-based and delivered as software as a service ("SaaS") through standard web browsers, which must include but is not limited to Google Chrome, Microsoft Edge, Apple Safari and Mozilla Firefox, with no client installation of the Solution required; - capable of integration with the Council's existing infrastructure and applications (e.g., CRM, workflow management tools, Council SIP trunks, etc.), preferably via fully documented and open APIs; - able to fully integrate with Microsoft Teams; - capable of delivering omnichannel communications including IVR; - scalable user numbers with the capacity to accommodate over 750 total users and over 300 concurrent users. The Solution must further allow select Council users to perform day-to-day administration tasks including: - managing user accounts (where this is not performed through federated ID management); - recording voice messages; - editing form options; and - managing call queues. Options: Option of extending by an additional 12 month period ### Procurement Information This contract was awarded under Regulation 32 of the Public Contracts Regulations 2015 following a further competition via CCS Framework RM3808 to which no suitable tenders were received ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/008257-2023 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Limited | | Procurement method details | Award procedure without prior publication of a call for competition | | Tender suitability | Not specified | | Awardee scale | SME | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 22 Mar 2023 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 22 Feb 2023 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | £755,034 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Cancelled | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | WARWICKSHIRE COUNTY COUNCIL | | Locality | WARWICK | | Post town | Coventry | | Postcode | CV34 4RL | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG1 Herefordshire, Worcestershire and Warwickshire | | ITL 3 | TLG13 Warwickshire CC | | Local authority | Warwick | | Electoral ward | Warwick Saltisford | | Westminster constituency | Warwick and Leamington | | Delivery location | TLG West Midlands (England) | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | BRITANNIC TECHNOLOGIES | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services ### Codes - 64000000 - Postal and telecommunications services ## Release History - 22 Mar 2023 at 09:39 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/008257-2023 ## Notice URLs - http://www.warwickshire.gov.uk - http://www.warwickshire.gov.uk/procurement ## 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-03b4ec. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03b4ec.json.