008695 - Customer Contact Centre through digital and omni-channel
Newcastle City CouncilEstimated Value
Not specified
Deadline
Not specified
Published
29 April 2025
Type
services
Overview
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. 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. To update the current telephony System with a Digital and cloud based solution throughout NCC locations.
Lots (1)
- Lot 1Cloud Hosting Services
Contact & helpdesk
A cloud telephony solution offering a range of services and features such as Amazon Connect (Contact Centre System), has extensive storage and AI capabilities.
Additional details
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. 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).
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Award Details
AWS EMEA SARL UK
Likely incumbents
Suppliers who won similar work from this buyer in the last 5 years.
- 1
Healthworks
£186,663
total awarded
- 2
Volunteering Matters
£150,000
total awarded
Healthworks is the most likely incumbent based on recency and category match. To win, bidders typically need a clearly differentiated proposition or a price advantage.
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two years of filed accountsyour financial standingturnover vs contract valueyour Companies House recordcash flow for 30-day termscredit scores and ratios
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Buyer Profile
Newcastle City CouncilKey Dates
Published
29 April 2025
Submission deadline
Not specified
Notice type
award
Source
find a tender
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