--- title: "Customer Contact Centre Software" ocid: "ocds-h6vhtk-04acde" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04acde" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04acde.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04acde.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "WALES & WEST UTILITIES LIMITED" published: "2024-10-16" --- # Customer Contact Centre Software Buyer: WALES & WEST UTILITIES LIMITED Current stage: Planning OCID: ocds-h6vhtk-04acde [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04acde) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04acde.json) ## Summary Wales & West Utilities Ltd (WWU) is planning a tender for the procurement of a new or upgraded Customer Contact Centre Software, classified under software-related services (CPV code: 72260000). The procurement is currently in the planning stage and will be executed as a tender process. Interested businesses are encouraged to participate in market engagement sessions to be held during the week commencing 2nd December 2024. These sessions will take place at the WWU office located at Wales & West House, Spooner Close, Celtic Springs, Newport, NP10 8FZ, with virtual sessions available on request. The formal tender notice is expected to be published by 28th February 2025, with a total contract value estimated at £800,000. This tender provides substantial opportunities for businesses specialising in customer contact centre solutions, particularly those capable of integrating with systems such as SAP C/4 HANA and offering scalable, omni-channel communication capabilities. Companies that can leverage artificial intelligence and maintain high performance standards will be well-suited to meet WWU's requirements. The procurement process outlined by WWU indicates a strong commitment to finding a solution that supports their operational needs and regulatory obligations, fostering business growth for suppliers who align with their philosophy of continual improvement. ## Notice Wales West Utilities Ltd (WWU) requires a new and / or upgraded Customer Contact Centre Software. It is vitally important that WWU selects the right organisations to provide the exceptional level of performance that will be required to meet the challenges ahead. As this requirement is mandated to WWU by OfGEM, it is vital that the supplier who are awarded the contract have similar philosophies to us and understand the importance continual improvement to our ongoing business. ### Lot Information Lot 1 The systems shall have the following attributes; Enable WWU to maintain a call centre system to satisfy its licence agreement. Ensure teams currently using CxEngage as their primary telephony solution continue to have a contact centre software solution. Ensure that the solution is scalable and can include additional users should more users be required, e.g., Despatch, Streetworks and Reinstatement. Integration to existing WWU systems (SAP C/4 HANA primary interface). Ensure that key interactive voice response (IVR) function is maintained. Maintain all existing communication channels (true omni-channel experience for customers and agents for customer contact (call, text, email, WhatsApp). Maintain real-time and historical reporting and product-market fit (PMF) capabilities. Maintain call recording functionality. Artificial intelligence (AI) to be part of the new customer contact centre solution. Additional information: WWU Procurement Department intends to undertake market engagement activities to explore the market and comprehend Customer Contact Centre Software innovation available in the market. This will include capturing information from companies to understand the range of software features and functionality that potential firms can provide. The sessions will be comprised of informal face to face market engagement sessions hosted at Wales & West Utilities Ltd, Wales & West House, Spooner Close, Celtic Springs, Newport, NP10 8FZ. Virtual sessions can be arranged upon request and the knowledge gained from all sessions shall contribute towards the approach to the tender. The sessions will be held during Week Commencing 2nd December 2024 and the market engagement sessions will offer an opportunity for WWU Representatives to explain the requirement further and obtain knowledge from participants. Appropriate Customer Contact Centre Software related businesses that wish to participate in these sessions should directly contact Peter.tune@wwutilities.co.uk to express an interest. WWU may using Achilles UVDB to publish the Qualification System Notice to advertise the tender. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/033388-2024 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Services | | 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 | 16 Oct 2024 | | Submission deadline | Not specified | | Future notice date | 28 Feb 2025 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £800,000 | | 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 | WALES & WEST UTILITIES LIMITED | | Locality | NEWPORT | | Post town | Newport | | Postcode | NP10 8FZ | | Country | Wales | | ITL 1 | TLL Wales | | ITL 2 | TLL5 South East Wales | | ITL 3 | TLL54 Monmouthshire and Newport | | Local authority | Newport | | Electoral ward | Tredegar Park and Marshfield | | Westminster constituency | Newport West and Islwyn | | Delivery location | TLL21 Monmouthshire and Newport | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72260000 - Software-related services ## Release History - 16 Oct 2024 at 13:39 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/033388-2024 ## Notice URLs - https://www.achilles.com/uvdb/ - https://www.wwutilities.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-04acde. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04acde.json.