Provision of Contact Centre Software
TEES, ESK AND WEAR VALLEYS NHS FOUNDATION TRUSTEstimated Value
Not specified
Deadline
Not specified
Published
10 June 2026
Type
goods
Overview
Provision of Cloud based contact centre covering two services - Crisis and Information. Includes Voice SIP, Agents, Administrators and Call Storage.
Contact & helpdesk
Provision of Cloud Contact Centre system, for 50+ Agents to support the Trusts Crisis Services and Information Service Desk.
AI Analysis
Powered by AI — always verify against official documents
A UK government trust needs to buy and set up a cloud-based contact centre system that can handle calls and messages for 50 or more staff members. The system must support two separate services: a crisis helpline and an information desk, with features like phone calls, user accounts, and call recording.
Requirements
- Cloud-based system (not on-premise)
- Minimum capacity for 50+ agents/users
- Voice SIP (Session Initiation Protocol) capability for phone calls
- Agent management and login functionality
- Administrator access and controls
- Call storage and recording capability
- Must support two separate service lines (Crisis Services and Information Service Desk)
- No specific certifications or ISO standards mentioned in this notice — check full tender documents for security/compliance requirements
Key Tasks & Deliverables
- Supply and deploy a cloud contact centre platform
- Configure the system for 50+ concurrent agents
- Set up Voice SIP integration for inbound and outbound calls
- Create and manage agent user accounts and login credentials
- Establish administrator accounts with system management permissions
- Configure call recording and storage functionality
- Separate and isolate Crisis Services line from Information Service Desk line
- Likely: staff training, system handover, and ongoing support (check full tender)
How to Read This Tender
- 1This is a 'Provision' contract, meaning you're supplying software/service, not doing construction or physical work — budget and timeline will centre on deployment speed rather than build time.
- 2The mention of '50+ Agents' is a sizing requirement; the system must handle at least that many simultaneous users — check the tender docs for peak call volumes, because that affects licensing costs and your bid.
- 3Two separate services (Crisis and Information) likely means you need to isolate call queues, reporting, and staff access — don't assume a simple single-line setup; ask for clarification on isolation requirements.
- 4Cloud-based is specified — they don't want servers on-site, so expect questions about data location (UK vs. EU), security standards (NHS or government compliance like ISOIEC 27001, HIPAA), and uptime guarantees (SLAs).
- 5Call Storage is mentioned but not quantified — the tender documents must specify how many months/years of calls they want retained and at what quality (audio bitrate); storage costs scale quickly, so nail this down before pricing.
Tips for Small Businesses
- If you're a small software company, consider partnering with a larger managed services provider or reseller as a subcontractor for the support/training side — you supply the software licence, they handle deployment and handholding.
- Check whether the trust expects social value commitments (e.g. apprenticeships, local hiring, environmental measures); many UK public sector tenders score these heavily — small businesses can sometimes score well here if you're local or offer training.
- Ensure your pricing model is clear: is this a monthly SaaS fee per agent, a one-time licence, or a hybrid? Government buyers hate surprise costs, so itemise everything (software, setup, training, first-year support) separately in your quote.
Award Details
British Telecommunications PLC
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Buyer Profile
TEES, ESK AND WEAR VALLEYS NHS FOUNDATION TRUSTKey Dates
Published
10 June 2026
Submission deadline
Not specified
Notice type
award
Source
find a tender
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