TS15033 Supply of an Internally Hosted Multi-Channel Contact Centre Solution with Associated Services
DERBYSHIRE COUNTY COUNCILEstimated Value
£400,000 – £520,000
Deadline
30 November 2016
Published
27 October 2016
Type
goods
Overview
The Solution should be implemented and live (Go-Live) by 27th October 2017 at the latest. Associated services include training, implementation, support and maintenance and ad hoc consultancy.
A Web Chat module is required to facilitate the increasing number of enquiries and referrals made by other means (e-mail, Social Media, text message). The Solution needs to be agile, adaptable and easily configurable by non-IT trained staff.
It needs to provide multi-channel visibility and allow Contact Centre Business Administrators and Supervisors to quickly implement operational changes. The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls which are handled by Call Derbyshire 24/7/365.
Eligibility & compliance
HOW TO APPLY - Tenderers must apply via the e-tendering system and NOT directly to the buyer.
Contact & helpdesk
The Council requires an Internally Hosted Multi-Channel Contact Centre Solution that enables its contact centre to manage and respond to all customer Interactions regardless of Channel.
Additional details
The Council will takes calls on behalf of other local authorities and Government bodies who will not themselves have access to the Solution. This tender is being advertised in OJEU and a contract notice was submitted on 25th October 2016. Additional information: The contract period will be 5 years from Go-Live, with option to extend on an annual basis for up to 3 further years, to take the contract term up to a maximum of 8 years.
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Likely incumbents
Suppliers who won similar work from this buyer in the last 5 years.
- 1
Coolspirit Ltd
2 contracts wonlatest 24 Sept 2026ends 31 Aug 2027£399,750
total awarded
- 2
Zengenti Limited
1 contract wonlatest 4 Sept 2026ends 6 Sept 2027£60,840
total awarded
- 3
Vivacity Labs
- 4
VE3 Global Ltd
1 contract wonlatest 22 Jun 2026ends 30 Nov 2027£1m
total awarded
- 5
Cantium Business Solutions
Coolspirit Ltd 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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Buyer Profile
Derbyshire County CouncilKey Dates
Published
27 October 2016
Submission deadline
30 November 2016
Notice type
tender
Source
contracts finder
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