Omni-Channel Contact Centre Solution

{
  "id": "004709-2022",
  "tag": [
    "tender"
  ],
  "date": "2022-02-18T16:15:12Z",
  "ocid": "ocds-h6vhtk-031901",
  "buyer": {
    "id": "GB-FTS-4436",
    "name": "PORTSMOUTH CITY COUNCIL"
  },
  "tender": {
    "id": "P00004646",
    "lots": [
      {
        "id": "1",
        "value": {
          "amount": 990000,
          "currency": "GBP"
        },
        "status": "active",
        "options": {
          "description": "The initial term of the contract will be for three years. The contract may be extended at the option of the Council to a maximum total term of five years, in increments to be agreed."
        },
        "renewal": {
          "description": "The initial term of the contract will be for three years. The contract may be extended at the option of the Council to a maximum total term of five years, in increments to be agreed."
        },
        "hasOptions": true,
        "hasRenewal": true,
        "description": "Portsmouth City Council ('the council') is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services.  \nThe following list is a high-level description as to what the Council expects to be included.  Further information on requirements can be found within the tender documentation \n•\tAgent Channels   \n•\tVoice   \n•\tEmail   \n•\tWeb Chat   \n•\tSMS   \n•\tTwitter   \n•\tFaceBook   \n•\tWhatsApp   \n•\tViber   \n•\tTrustPilot   \n   \nCapacity   \n•\tNo Maximum number of calls in IVR   \n•\tNo Maximum Queue Capacity   \n•\tNo Maximum Number of Agents   \n•\tNo Maximum Number of Licences   \n   \nAgent Capabilities   \n•\tHandle any communication from one interface   \n•\tWebRTC Softphone capability   \n•\tAgent IM   \n•\tAgent Video   \n•\tCRM Screenpops   \n•\tWrap Codes   \n•\tCorporate Directory   \n•\tOmni-Channel Contact History   \n•\tVoicemail   \n   \nSupervisor Capabilities   \n•\tSame as Agent Capabilities plus:   \n•\tListen In   \n•\tWhisper to Agent   \n•\tBarge In   \n•\tAuthorise text-based communication from Agent   \n•\tBroadcast to Agents   \n•\tMonitor Agents   \n•\tView Real-Time and Historical Reports   \n•\tThreshold Alerts   \n•\tAccess to Agent Recordings   \n•\tChange Agent States   \n   \nAdmin Capabilities   \n•\tNumber and Access Point Management   \n•\tConfigure Auto-Attendants   \n•\tCreate Users   \n•\tConfigure User functionality   \n•\tCreate Extensions   \n•\tCreate Agent Groups   \n•\tCreate blended Queues   \n•\tCreate Queue Groups   \n•\tCreate Wrap Codes   \n•\tBulk Download / Upload User profiles   \n•\tConfigure ACD and Skills-Based Routing   \n   \nCall Routing Configuration   \n•\tModule Can be assigned to an Admin or Supervisor User   \n•\tDrag and Drop Service Creation Tool   \n•\tDesign IVR   \n•\tOmni-Channel Scripts   \n•\tIntegrate with other systems to personalise journeys   \n•\tIntegrate with other systems to enable self-service   \n•\tNudge callers to alternative channels through SMS links   \n•\tCapture Data in the IVR via DTMF, Voice Rec or NLP   \n•\tString Manipulation   \n•\tIncorporate AI technologies in IVR e.g., Natural Language \n         Processing   \n•\tText to Speech   \n•\tTime of Day Scheduling   \n•\tCustomer Journey Tracking   \n•\tBuild CSAT Surveys   \n     \nReporting   \n•\tModule Can be assigned to an Admin or Supervisor User   \n•\tCreate Real-Time Reports   \n•\tCreate Historical Reports   \n•\tCreate Wallboards   \n•\tDisplay data in a variety of graphical formats e.g., Bar Chart, \n         Line etc   \n•\tShare Reports with other users   \n•\tSchedule Reports via FTP, SFTP and Email   \n•\tDownload Reports in .CSV and PDF   \n•\tCreate Threshold Alerts   \n•\tPull data from Service Scripts   \n   \nCall and Screen Recording   \n•\tModule Can be assigned to an Admin or Supervisor User   \n•\tAgent Call Recording   \n•\tAgent Screen Recording   \n•\tBespoke Scorecards   \n•\tAutomatic Recording Categorisation   \n•\tAutomatic Flagging of Recordings   \n•\tSlow / speed up playback of recording with pitch equalisation    \n•\tStereo recording (separate agent and customer voice channel)   \n•\tView and bookmark sections of the recording waveform   \n•\tReport on scored recordings   \n•\tTranscription   \n•\tSentiment Analysis   \n   \nIntegrations   \n•\tAPI documentation for integration   \n•\tOffice 365   \n•\tMS Teams   \n•\tMS Dynamics CRM   \n•\tSalesforce CRM (SFDC)   \n•\tOutlook   \n•\tSkype For Business  \n•\tAbility to integrate with others as required  \n   \nCustomer Relationship Management (CRM)   \n•\tFully integrated Customer Knowledge System   \n•\tBespoke and highly configurable fields   \n•\t360-degree view of the customer over all channels   \n•\tCustomer journey tracking   \n•\tScreenpop records on incoming communication   \n•\tPull CKS data into routing scripts and reports   \n•\tStore transcripts and recordings   \n   \nKnowledge Management   \n•\tFully Integrated Knowledge Management Solution   \n•\tAutomatic Next Best Action suggestions   \n•\tDecision Tree formatting of Data   \n   \nPCI Compliant Payments   \n•\tAutomated Payments configurable via a scripting tool   \n•\tAgent-assisted payments   \n•\tLevel 1 PCI-DSS compliant   \n•\tAgent not exposed to sensitive card details   \n•\tRecordings not exposed to sensitive card details   \n•\tCalls can still be recorded   \n•\tTake payments from anywhere whilst retaining compliance   \n   \nData Management   \n•\tModule Can be assigned to an Admin or Supervisor User   \n•\tImport data into the contact centre   \n•\tUse imported data for reporting, routing, dialler campaigns, \n        etc   \n•\tView Tables   \n•\tCreate Tables   \n•\tTable Views   \n•\tCreate Table Views   \n•\tTable Queries   \n   \nArtificial Intelligence   \n•\tIntegrate best-in-breed AI technologies   \n•\tSpeech Recognition   \n•\tNatural Language Processing   \n•\tChatbot (voice, web chat, social media)   \n•\tImage recognition   \n   \nMonitoring capability   \n•\tPreview, Progressive and Predictive   \n•\tImport your data into tables   \n•\tCreate Table views to design campaign logic   \n•\tCreate Pacing Profiles   \n•\tCreate Retry Profiles   \n•\tMonitor progress of campaigns   \n•\tSchedule Campaigns   \n•\tReport on results   \n•\tBlend Inbound and Outbound activity  \n•\tForecasting and Planning   \n•\tSchedule Management   \n•\tAdherence   \n•\tReporting and Analysis   \n•\tAlerting   \n   \nOn-Demand Video   \n•\tSend an SMS / Email link to initiate video   \n•\tUpload a file / image   \n•\tFully integrated with agent interface   \n•\tNo app download required   \n•\tNo Scheduling required  \n   \nCall Costs  \n•\tNo internal \"transfer\" costs  \n•\tClear understanding of additional costs if applicable (Hidden \n        costs) \nThe procurement process followed to establish the contract will be in accordance with the Open Procedure as set out within the Public Contracts Regulations (2015).\nThe procurement procedure will be run in accordance with the following summary programme:\nDeadline for requests for clarification 4th March 2022 \nTender return deadline 21st March 2022 \nEvaluation period - 21st March to 22nd April (to include interviews if required)\nStandstill period - from 22nd April 2022 to 2nd May 2022 \nAward contract -  3rd May 2022 \nMobilisation period - 3rd May to 31st August 2022\nContract start date - 31st August 2022 \nApplication is via submission of completed tender by 21st March 2022 12:00 via the Council's e-sourcing system InTend which is accessible via: https://in-tendhost.co.uk/portsmouthcc/aspx/home. The system will be used to administrate the procurement process. Additional information: Contract value: The Council estimates the total value of the contact over the potential five year term could range from £443k based upon current customer numbers to £990k. The potential values are non-binding and could be exceeded in the event of a significant growth in requirements above and beyond current projections.",
        "contractPeriod": {
          "durationInDays": 1080
        },
        "submissionTerms": {
          "variantPolicy": "notAllowed"
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        "additionalClassifications": [
          {
            "id": "32500000",
            "scheme": "CPV",
            "description": "Telecommunications equipment and supplies"
          },
          {
            "id": "48445000",
            "scheme": "CPV",
            "description": "Customer Relation Management software package"
          },
          {
            "id": "72000000",
            "scheme": "CPV",
            "description": "IT services: consulting, software development, Internet and support"
          }
        ]
      }
    ],
    "title": "Omni-Channel Contact Centre Solution",
    "status": "active",
    "coveredBy": [
      "GPA"
    ],
    "documents": [
      {
        "id": "economic",
        "documentType": "economicSelectionCriteria"
      },
      {
        "id": "technical",
        "documentType": "technicalSelectionCriteria"
      }
    ],
    "bidOpening": {
      "date": "2022-03-21T12:01:00Z"
    },
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "recurrence": {
      "description": "If the contract is awarded and no extension options are taken up a further notice is likely to be published in early 2025. This will be dependent on the nature of future requirements and the need for a new contract."
    },
    "awardPeriod": {
      "startDate": "2022-03-21T12:01:00Z"
    },
    "description": "Portsmouth City Council ('the council') is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services.  \nThe solution must be a certified Microsoft Teams solution for contact centres.\nThe new omni-channel platform is required to replace current solutions for call distribution, call recording and interactive voice response (IVR) and to provide additional functionality to support customer service across digital channels, including email, social media and web chat, via a single omni-channel platform, to increase the use of IVR through the system to improve the customer journey and to connect online and offline customer service to support channel shift, and to enable enhanced reporting, and automated customer feedback.\nThe Council is targeting contract commencement from end August 2022 however the very latest date for the supplier to fully implement a working solution to replace the current voice contact centre platform is end November 2022",
    "tenderPeriod": {
      "endDate": "2022-03-21T12:00:00Z"
    },
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    "hasRecurrence": true,
    "classification": {
      "id": "48510000",
      "scheme": "CPV",
      "description": "Communication software package"
    },
    "submissionTerms": {
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      "bidValidityPeriod": {
        "durationInDays": 120
      }
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    "submissionMethod": [
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    "procurementMethod": "open",
    "selectionCriteria": {
      "criteria": [
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          "type": "suitability",
          "appliesTo": [
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          ],
          "description": "The solution must be a certified Microsoft Teams solution for contact centres."
        }
      ]
    },
    "mainProcurementCategory": "goods",
    "submissionMethodDetails": "https://in-tendhost.co.uk/portsmouthcc/aspx/home",
    "procurementMethodDetails": "Open procedure"
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        "locality": "Portsmouth",
        "postalCode": "PO12BG",
        "countryName": "United Kingdom",
        "streetAddress": "City Council"
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        "name": "Procurement Service",
        "email": "procurement@portsmouthcc.gov.uk",
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      "name": "The High Court of Justice",
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      "address": {
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        "postalCode": "WCA 2LL",
        "countryName": "United Kingdom",
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