---
title: "008695 - Customer Contact Centre through digital and omni-channel"
ocid: "ocds-h6vhtk-0508ef"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0508ef"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0508ef.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0508ef.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NEWCASTLE CITY COUNCIL"
published: "2025-04-29"
---

# 008695 - Customer Contact Centre through digital and omni-channel

Buyer: NEWCASTLE CITY COUNCIL  
Current stage: Award  
OCID: ocds-h6vhtk-0508ef

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0508ef)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0508ef.json)

## Summary

The procurement process, titled "008695 - Customer Contact Centre through digital and omni-channel," was conducted by Newcastle City Council, classifying under the industry category of "Other community, social and personal services." This contract is specifically aimed at updating the current telephony system to a digital and cloud-based solution across various NCC locations in the UK region UKC2. It falls under the 'services' procurement category and was awarded on 22nd April 2025. The procurement method used was a limited procedure, specifically a direct award via the Yorkshire Procurement Organisation Framework 1126 for Cloud Services. This process did not require prior publication of a call for competition due to it being a market engagement with previously advertised frameworks.

This tender creates significant opportunities for businesses specialising in digital and cloud-based communication solutions. The awarded vendor, AWS EMEA SARL UK, demonstrates the type of large-scale enterprise that is well-suited for such a contract, given their capacity to offer comprehensive services like Amazon Connect, a highly secure and compliant contact centre system. Smaller businesses looking to expand their expertise in cloud telephony solutions or related AI and storage technologies could benefit by competing in similar future tenders, particularly those in line with government compliance and security standards. Although this specific contract has been completed, firms involved in similar sectors may explore potential growth by aligning with government procurement frameworks or providing competitive solutions within such large-scale implementation projects.

## Notice

A Market Engagement Exercise was carried out as our current telephony platform does not meet our current or future needs and is driving costly support arrangements. Calls dropping audio problems and the inability to transfer some calls. The Market Engagement reviewed other available products and one solution fitted NCC needs for now and the future. A direct award to AWS was granted via the Yorkshire Procurement Organisation (YPO) Framework 1126 - Cloud Services, AI, Data Centre Management and Transformation Solutions, Lot 1 - Cloud Hosting Services. This solution is fully compliant with procurement regulations (PCR 2015) and offers a compliant route to market. We reviewed YPO 1126 framework and AWS provided the most competitive solution.

### Lot Information

Lot 1

To update the current telephony System with a Digital and cloud based solution throughout NCC locations. There have been 49 incidents being logged with ICT in the last 6 months. These have been for a range of issues from calls dropping, audio problems and inability to transfer calls. This is not sustainable. A cloud telephony solution offering a range of services and features such as Amazon Connect (Contact Centre System), has extensive storage and AI capabilities. It is widely used by organisations and governments due to its high security and compliance features. It was also named as a leader in the 2024 Gartner Magic Quadrant for Contact Centre as a Service (Gartner are a research agency that provide unbiased insight into key players in many markets).

### Procurement Information

Market Engagement and used YPO Framework 1126. This had already been advertised as a framework.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/017533-2025 |
| 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 | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Apr 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 21 Apr 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NEWCASTLE CITY COUNCIL |
| Locality | NEWCASTLE UPON TYNE |
| Post town | Newcastle upon Tyne |
| Postcode | NE1 8QH |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC43 Tyneside |
| Local authority | Newcastle upon Tyne |
| Electoral ward | Monument |
| Westminster constituency | Newcastle upon Tyne Central and West |
| Delivery location | TLC2 Northumberland, and Tyne and Wear |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | AWS EMEA |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 98 - Other community, social and personal services

### Codes

- 48500000 - Communication and multimedia software package
- 98000000 - Other community, social and personal services

## Release History

- 29 Apr 2025 at 10:06 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/017533-2025

## Notice URLs

- https://www.newcastle.gov.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-0508ef. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0508ef.json.