--- title: "AHG_000586 - Contact Centre Technology (CS69)" ocid: "ocds-h6vhtk-03ede0" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03ede0" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03ede0.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03ede0.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "ANCHOR HANOVER GROUP" published: "2023-08-08" --- # AHG_000586 - Contact Centre Technology (CS69) Buyer: ANCHOR HANOVER GROUP Current stage: Tender OCID: ocds-h6vhtk-03ede0 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03ede0) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03ede0.json) ## Summary The Anchor Hanover Group has initiated a tender process for the procurement of contact centre technology services under the title "AHG_000586 - Contact Centre Technology (CS69)" in the services category. The organisation is seeking a supplier to implement, manage, and support a modern contact centre technology platform with additional capabilities such as integrating different communication channels and providing self-service solutions. The procurement stage is currently active, with a contract period starting on August 8, 2023, and a tender deadline set for September 29, 2023, following a selective procurement method. This tender by the Anchor Hanover Group presents an opportunity for businesses specialising in IP telephone services and contact centre technology to compete. Companies offering innovative solutions that can enhance customer service through multiple communication channels, chatbots, and data analysis are well-suited for this opportunity. The procurement process includes a presentation/interview stage, offering potential suppliers the chance to showcase their expertise in delivering modern contact centre technology solutions tailored to Anchor Hanover's strategic objectives. ## Notice We need an organisation to implement, manage and support a modern contact centre technology platform to support our customer service strategy. Alongside the traditional features of contact centre technology we?re also looking for products that offer other wider capabilities such as: ? Connecting different channels like messaging, video, and social media ? Delivering self-service solutions through chatbots and virtual agents ? Analysing conversations to provide useful insights ### Lot Information Lot 1 The current contact centre technology (Cisco Call Manager) was implemented in 2013 as part of a wider Voice and Data project. It is a Cisco product that is fully hosted and managed by a third party. The solution no longer meets Anchor?s business needs and is no longer aligned with Anchor?s technology strategy. Additionally, in response to the pandemic a cloud telephony solution, Ring Central, was quickly implemented to support homeworking. This project seeks to procure and implement a new solution to reduce the number of telephony platforms within Anchor, that will be able to support the future organisational needs of Anchor, with the housing business being a priority and allow Anchor to maximise its investments in technology through a platform that will seamlessly integrate with other telephony and customer focussed applications. Anchor?s current inbound/outbound communication methods are independent of each other, with no single overall view of customer interaction. A new modern platform will give this capability, with the ability to expand and add other methods of communication through the omni-channel functionality as Anchor enhances its customer service offering. Anchor will also be embarking on a project to address the overall telephony platform moving to Microsoft Teams and expect the successful supplier to be in a position to support the new platform in due course - please note that it isn?t part of this procurement. Options: We are open to more than one proposal per bid if different technology platforms are available. Renewal: 3 year initial period with 1+1 year extension available ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/023067-2023 | | 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 | 8 Aug 2023 | | Submission deadline | 29 Sep 2023 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1 | | Lots value | £1 | | 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 | ANCHOR HANOVER GROUP | | Locality | BRADFORD | | Post town | Bradford | | Postcode | BD1 2ST | | Country | England | | ITL 1 | TLE Yorkshire and The Humber | | ITL 2 | TLE4 West Yorkshire | | ITL 3 | TLE41 Bradford | | Local authority | Bradford | | Electoral ward | City | | Westminster constituency | Bradford West | | Delivery location | TLE41 Bradford | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services ### Codes - 64215000 - IP telephone services ## Release History - 8 Aug 2023 at 12:06 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/023067-2023 ## Notice URLs - https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1301 - https://anchorhanover.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ViewEvent.aspx?EventID=1302 ## 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-03ede0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03ede0.json.