---
title: "The Provision of Contact Centre Communications Software"
ocid: "ocds-h6vhtk-04e7af"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04e7af"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e7af.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e7af.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "WALES & WEST UTILITIES LIMITED"
published: "2025-10-13"
---

# The Provision of Contact Centre Communications Software

Buyer: WALES & WEST UTILITIES LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-04e7af

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## Summary

The public procurement process facilitated by Wales & West Utilities Limited (WWU) has reached the contract award stage for the provision of a Contact Centre Communications Software. Located in Newport, UK, WWU sought a solution under an open procedure through a competitive flexible method. The tender, under the utilities category, aimed to enhance their Customer Contact Centre by integrating with their existing CRM and supporting approximately 400 agents. The award was announced on 13 October 2025, with 8X8 UK LIMITED being the chosen supplier. The contract, valued at GBP 650,000, will commence on 31 October 2025 and can extend up to 2032 if performance criteria are met.

This procurement presents a significant business opportunity for companies specialising in IT services, particularly those offering scalable Software as a Service (SaaS) solutions. Enterprises with proven capabilities in software systems that ensure interoperability with SAP C/4 HANA would be well-suited to compete in similar future tenders. The competitive flexible procurement model adopted here suggests opportunities for flexible engagements in the utilities sector, positioning innovative tech firms in an advantageous spot for growth by providing robust, scalable solutions.

## Notice

Customer Contact Centre Communications Software Solution that has the capacity to integrate with an existing Customer Relationship Management Solution (CRM) and must be able to scale up rapidly to accommodate approximately 400 agents. WWU has approximately ninety-seven (97) customer facing contact centre agents working 8am-8pm Monday-Friday and 9am-2pm Saturday. * 22 Contact Centre Agents. * 15 Work Management Scheduling Agents. * 60 Connections agents. Essential criteria. * Existing System without need for significant development. * Proven Interoperability with SAP C/4 HANA. * A solution that is already in use and proven to work effectively within another organisation. * Software as a Service (SaaS) solution. * Scalable to receive large volumes of calls at short notice. * Scalability to approximately 400 users / agents.

### Lot Information

Lot 1

Renewal: Proposed Total duration: Four (4) Years, with option to extend by three (3) consecutive 12-month periods.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/064778-2025 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Competitive flexible procedure |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 Oct 2025 |
| Submission deadline | 24 Apr 2025 |
| Future notice date | Not specified |
| Award date | 17 Sep 2025 |
| Contract period | 31 Oct 2025 - 31 Oct 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,250,000 |
| Lots value | £1,250,000 |
| Awards value | £650,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Pending |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | WALES & WEST UTILITIES LIMITED |
| Additional buyers | Missing |
| 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 | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | 8X8 |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48500000 - Communication and multimedia software package
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 13 Oct 2025 at 12:55 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/064778-2025
- 25 Feb 2025 at 09:09 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/007108-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/064778-2025
  13th October 2025 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/007108-2025
  25th February 2025 - Tender notice on Find a Tender

## Notice URLs

- http://www.8x8.com
- https://sourcing4wwu.bravosolution.co.uk/web/login.html
- https://sourcing4wwu.bravosolution.co.uk/web/login.htmlBravoProjectTenderReference:PQQ:pqq_422-WWU1382-ContactCentreSoftwareProvision
- https://www.legislation.gov.uk/ukpga/2023/54/contents
- 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-04e7af. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04e7af.json.