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Published 19 May 2022

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Contact Management

Official notice

Authority: The Guinness Partnership Ltd

Restricted procedure
CPV: Contact management software package (48333000)
Published contract value£2,373,431Exc. VAT
Contract ends 18 Jan 2028
Awarded to 8x8 UK Limited
Contract starts 19 Jan 2023

What is being bought

Published requirement description

Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects:

  • Omni channel capabilities
  • Multiple, segmented Contact Centre capabilities
  • Call and Queue Management
  • Agent and Customer journey and experience
  • Call Quality & Monitoring tools
  • Customer Identification and Verification features
  • Call Delivery, IVR, management, conferencing routing and recording
  • Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features
  • PCI process and compliance
  • MI Reporting
  • Digital signage - wallboards
  • Workforce Management capabilities
  • Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI
  • Cloud Hosting
  • UK hosted cloud data centres are preferred

The SQ documents are available on procontract.due-north.com ↗ and the project reference is DN612881

Published procurement details

Procedure
Restricted procedure
Buyer reference
GUINPART001-DN612881-91044182
Category
Services
Tender status
Complete
Award status
Active
Suitable for SMEs
Yes
Suitable for voluntary, community and social enterprises
No
Published tender value
£1,260,000.00
Tender deadline
Published
Procurement method
Selective
Additional classifications 1: Reference
72245000
Additional classifications 1: Scheme
CPV
Additional classifications 1: Description
Contract systems analysis and programming services
Additional classifications 2: Reference
79994000
Additional classifications 2: Scheme
CPV
Additional classifications 2: Description
Contract administration services
Tender contract period: Start date
Tender contract period: End date
Item 1: Delivery locations as published
United Kingdom

Key dates

Published dates
  1. Notice published
    19 May 2022
  2. Award decision
    21 Dec 2022
  3. Contract starts
    19 Jan 2023
  4. Contract ends
    18 Jan 2028

Contracting authority & participating public bodies

Suppliers named on the notice

  • 8x8 UK LimitedSupplier Unit 1-2, 8x8 Bell Business Park Smeaton Close, AYLESBURY, Buckinghamshire, HP19 8JR, United Kingdom
    Voluntary, community or social enterprise
    No
    Business size
    Large

Official documents & specifications (3)

Official links; attachments are not copied

Notices published for this procedure

Source record

Source
Contracts Finder
Notice language
en
Release reference
ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90-2023-03-08T12:01:24Z
Published
19 May 2022
Latest update
8 Mar 2023
Procedure reference
ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90
Contract reference
ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90-1