--- title: "VOIP Omnichannel Telecommunications System" ocid: "ocds-kuma6s-132618" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-kuma6s-132618" markdown_url: "https://d3tenders.com/contract/ocds-kuma6s-132618.md" json_url: "https://d3tenders.com/contract/ocds-kuma6s-132618.json" source: "Sell2Wales" current_stage: "Award" buyer: "WALES MILLENNIUM CENTRE" published: "2024-01-25" --- # VOIP Omnichannel Telecommunications System Buyer: WALES MILLENNIUM CENTRE Current stage: Award OCID: ocds-kuma6s-132618 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-kuma6s-132618) [Download OCDS JSON](https://d3tenders.com/contract/ocds-kuma6s-132618.json) ## Summary The Wales Millennium Centre in Cardiff is undergoing a digital transformation and is looking to implement a VOIP Omnichannel Telecommunications System. The procurement process involves an award to Blackstar Solutions for the system, which is cloud-based and addresses inefficiencies in the contact centre's operations. The procurement stage is at the award phase with a contract signed on 15th September 2023. This tender for the omnichannel telecommunications system presents an opportunity for businesses in the telecommunications industry. Companies providing telecommunications network, telephone network equipment, and other related services would be well-suited to compete. The process is open, with the closing date for submissions set to 28th July 2023. The opportunity, initiated by the Wales Millennium Centre, seeks to engage a strategic partner for a 3-year period, creating avenues for growth and partnership within the digital communications sector. ## Notice Wales Millennium Centre is going through an exciting digital transformation with changes planned that will improve the way the Centre operates and the services it provides.We are looking to implement a new omnichannel telecommunication system that should cover VOIP phone calls, email, webchat, and social media channels as a minimum. This should all be viewable in a single pane of glass for contact centre staff and there should be a strong BI/analytics dashboarding capability available to the supervisors and reporting capability for senior management. Standard back-office users of the system should be able to benefit from the usual phone features but also the ability to work in an agile manner and not be tied to their desk phone.The system must be cloud based (we currently run 9 Virtual Servers to handle our current legacy on-premise phone system) and must be a true omnichannel solution that can address the inefficiencies the contact centre in particular experience by trying to manage multiple disparate solutions.The intention is to engage with a strategic partner for an initial period of 3 years. ## Key Details | Field | Value | | --- | --- | | Publication source | Sell2Wales | | Latest notice | https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=132618 | | Notice type | S2W Notice - Website Contract Award Notice | | Procurement type | Standard | | Procurement category | Goods | | Procurement method | Open | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 25 Jan 2024 | | Submission deadline | 28 Jul 2023 | | Future notice date | Not specified | | Award date | 15 Sep 2023 | | 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 | Not specified | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | WALES MILLENNIUM CENTRE | | Locality | CARDIFF | | Post town | Cardiff | | Postcode | CF10 5AL | | Country | Wales | | ITL 1 | TLL Wales | | ITL 2 | TLL5 South East Wales | | ITL 3 | TLL52 Cardiff and Vale of Glamorgan | | Local authority | Cardiff | | Electoral ward | Butetown | | Westminster constituency | Cardiff South and Penarth | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | BLACKSTAR SOLUTIONS | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment ### Codes - 32412100 - Telecommunications network - 32429000 - Telephone network equipment - 32522000 - Telecommunications equipment - 32523000 - Telecommunications facilities - 32524000 - Telecommunications system ## Release History - 25 Jan 2024 at 08:43 - Award - S2W Notice - Website Contract Award Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=132618 - 6 Jul 2023 at 13:10 - Tender - S2W Notice - Website Invitation to Tender Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=132618 ## Documents - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=JUL443406&idx=7 14th July 2023 - Diagram that shows how the network runs the existing on-premise telephony system - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=JUL443406&idx=5 6th July 2023 - Appendix A - system requirements - Cymraeg - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=JUL443406&idx=6 6th July 2023 - Appendix B - Pricing Submission - Cymraeg - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=JUL443406&idx=1 6th July 2023 - RFI - VOIP Omnichannel - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=JUL443406&idx=2 6th July 2023 - Appendix A - system requirements - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=JUL443406&idx=3 6th July 2023 - Appendix B - Pricing Submission - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=JUL443406&idx=4 6th July 2023 - RFI- VOIP Omnichannel - Cymraeg ## Notice URLs - https://www.blackstarsolutions.co.uk - https://www.sell2wales.gov.wales - https://www.wmc.org.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-kuma6s-132618. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-kuma6s-132618.json.