---
title: "Contact Telephony Services"
ocid: "ocds-h6vhtk-052100"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-052100"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-052100.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-052100.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "ROCHDALE BOROUGH COUNCIL"
published: "2025-05-23"
---

# Contact Telephony Services

Buyer: ROCHDALE BOROUGH COUNCIL  
Current stage: Award  
OCID: ocds-h6vhtk-052100

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-052100)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-052100.json)

## Summary

The procurement process for "Contact Telephony Services" by Rochdale Borough Council has reached the award stage. This contract falls under the IT services category, specifically focusing on consulting, software development, Internet, and support. The procurement method was a direct award through the G Cloud 14 Framework, and the contract was awarded to Kerv Experience Limited, a large-scale supplier. Located in Rochdale, UK, this contract is a 3-year agreement valued at £304,020, initiated without prior publication due to its critical nature for the council's operations. Significant milestones include the contract signing on 10th April 2025, with the contract completion expected in 2028.

This tender provides substantial opportunities for companies specialising in IT services and telecommunication solutions. Businesses capable of delivering comprehensive omnichannel customer contact systems, analytics, and integration services, especially those with a focus on CRM and PCI compliance, will find this contract advantageous. Although the procurement was limited and ultimately singly bid, it illustrates demand for integrated IT and telecommunication platforms in regional authorities, prompting businesses in the sector to align their offerings with such extensive requirements. Companies aiming for similar direct procurement engagements should maintain readiness to offer critical and comprehensive service solutions without delays, leveraging government procurement frameworks like G Cloud.

## Notice

Critical Requirements: Rochdale Borough Council existing telephony contract is due to end in 2025. They are looking for a supplier to meet business critical requirements: Contact centre (CCaaS) analytics and reporting Complete omnichannel contact centre, phone system and UC platform Digital customer journeys and speech analytics Customer self-service and IVR Workforce optimisation (WFO), Workforce management (WFM) and Quality evaluations Outbound dialler capabilities Omnichannel desktop System integrations including CRM integration PCI compliance Complete set of telecommunication, integration and support services 3-Year contract

### Lot Information

Lot 1

3-Year contract, awarded through the G Cloud 14 Framework Contact Telephony Services

### Procurement Information

Direct Award through the G Cloud 14

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/025833-2025 |
| 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 | 23 May 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 9 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 | £304,020 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | ROCHDALE BOROUGH COUNCIL |
| Locality | ROCHDALE |
| Post town | Oldham |
| Postcode | OL16 1XU |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD37 Greater Manchester North East |
| Local authority | Rochdale |
| Electoral ward | Central Rochdale |
| Westminster constituency | Rochdale |
| Delivery location | TLD North West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | KERV EXPERIENCE |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 23 May 2025 at 09:26 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/025833-2025

## Notice URLs

- http://www.rochdale.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-052100. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-052100.json.