---
title: "Contact Centre Solution"
ocid: "ocds-h6vhtk-045a78"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-045a78"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-045a78.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-045a78.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "NORTHUMBRIA HEALTHCARE"
published: "2024-05-17"
---

# Contact Centre Solution

Buyer: NORTHUMBRIA HEALTHCARE  
Current stage: Tender  
OCID: ocds-h6vhtk-045a78

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-045a78)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-045a78.json)

## Summary

The Northumbria Healthcare organisation has issued a tender for a Contact Centre Solution in Seaton Deleval, United Kingdom. The procurement falls under the goods category with a value of £180,000. The tender, part of a restricted procedure, is currently at the active stage, with a submission deadline of 7th June 2024. The organisation aims to refresh its contact management solution to handle various communication channels, including voice, SMS, web chat, and robotic channels.

This tender presents an opportunity for businesses in the software and information systems industry to compete for providing a modern contact centre solution to Northumbria Healthcare. Companies capable of offering innovative technologies and service delivery methods in the digital services sector would be well-suited to compete. With a contract period of 1080 days, the procurement requires electronic and written submissions. Interested businesses can access further details and submit their proposals through the provided submission method details link.

## Notice

Procurement of a Contact centre solution for digital services - Stage 1 of restricted tender exercise

### Lot Information

Lot 1

Procurement of a Contact centre solution for digital services - Stage 1 of restricted tender exercise. A refresh of the current contact management solution has been identified and it is the
intention of the Trust to go out to market to evaluate innovative technologies and methods
of service delivery.
The current service handles internal and external engagements across all Trust sites with call
volumes of circa 7,000 per day. This is predominately via voice, however the ability to
handle SMS, web chat and robotic channels is becoming more prevalent.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/015730-2024 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 May 2024 |
| Submission deadline | 7 Jun 2024 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £180,000 |
| Lots value | £180,000 |
| 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 | NORTHUMBRIA HEALTHCARE |
| Locality | NEWCASTLE UPON TYNE |
| Post town | Newcastle upon Tyne |
| Postcode | NE27 0QJ |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC43 Tyneside |
| Local authority | North Tyneside |
| Electoral ward | Shiremoor |
| Westminster constituency | Tynemouth |
| Delivery location | TLC21 Northumberland |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 17 May 2024 at 13:51 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/015730-2024

## Notice URLs

- https://health-family.force.com/s/Welcome
- https://www.northumbria.nhs.uk
- https://www.northumbria.nhs.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-045a78. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-045a78.json.