Contact Centre as a Service (CCaaS)
The Chief Constable of Thames Valley PoliceEstimated Value
Up to £600,000
Deadline
Not specified
Published
13 October 2025
Type
Not specified
Full Description
Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces.
The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives:
- Increased self-service options for the public
- Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact
- Reduced handle time for voice and digital
- Improved information capture and data quality
The requirements for the supply of this system will cover the following;
- Inbound Voice Routing (IVR)
- Automatic Call Distribution (ACD)
- Digital Interaction Routing (DIR)
- Workforce Engagement Monitoring (WEM)
- Pre-Packaged Applications
- Applications & Native Communications Connectivity
- Outbound Voice Calling
- Customer Self-Service Automation
- Data Retention, Review & Disposal (RRD)
- Artificial Intelligence (AI)
- Large Language Model (LLM)
Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.
Contact Information
Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces.
The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives:
- Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact
Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.
AI AnalysisMembers
Requirements, key tasks and tips for reading this tender — included with Tendarix membership.
£4.99/month after a 7-day free trial. Cancel anytime before it ends and you pay nothing.
Likely incumbents
Suppliers who won similar work from this buyer in the last 5 years.
- 1
Forensic Access Limited
£19m
total awarded
- 2
SOFTCAT PLC
£572,687
total awarded
- 3
INTERNET INVESTIGATION SOLUTIONS LTD
£477
total awarded
- 4
NEC SOFTWARE SOLUTIONS UK LIMITED
£50,830
total awarded
- 5
NEC (UK) LTD.
£50,830
total awarded
Forensic Access Limited is the most likely incumbent based on recency and category match. To win, bidders typically need a clearly differentiated proposition or a price advantage.
Before you bid, buyers check
two years of filed accountsyour financial standingturnover vs contract valueyour Companies House recordcash flow for 30-day termscredit scores and ratios
Actions
Start free trialto open noticeCreate an account and start a 7-day free trial to open the buyer’s own notice and tender documents, plus fit scoring and the Bid Writer. Then £4.99/month — cancel anytime.
Open Bid WriterIndependent software, web & cloud studio. We design, build and grow digital products that quietly outlast their category.
How to Apply
Step-by-step submission guide
Submission Portal
Find a Tender
Open the original notice
Click the button below to view the full notice on Find a Tender Service (FTS)
Check the procedure type
The "Procedure" section tells you if it's Open (one stage) or Restricted (SQ then ITT). This changes how you apply
Access the eSourcing portal
FTS notices link to the buyer's eSourcing platform — register there to access documents
Complete the Selection Questionnaire
Higher-value contracts often require an SQ first — this pre-qualifies you before the full bid stage
Submit electronically
Upload your completed response through the eSourcing platform before the closing date and time
FTS contracts are above UK procurement thresholds. Late submissions are strictly rejected — submit at least 24 hours before the deadline to avoid portal issues.
Buyer Profile
The Chief Constable of Thames Valley PoliceKey Dates
Published
13 October 2025
Submission deadline
Not specified
Notice type
planning
Source
find a tender
Related Tenders
HV cable procurement
UKAEA is undertaking refurbishment works to the J5 electrical infrastructure to support the ongoing operation and reliability of the Culham Campus power distribution network. As pa
Trunk road litter picking
Annual litter picking of the verges, laybys and slip roads of the Highways Agency’s trunk roads within the Borough of Test Valley area, with optional ad-hoc related activities that
Community suds planters project
Through Project Sponge, the council intends to deliver phase two of the downpipe planter programme. Phase two will include planter installations at the following locations: 1. Cipp
The replacement of the sports hall flat roof, edenbridge leisure centre
The District Council of Sevenoaks is looking for a qualified roofing contractor to replace the flat roof on the Sports Hall at Edenbridge Leisure Centre, while keeping the centre safe and as operational as possible during the works.