Official UK procurement notice
Provision of a Contact Centre as a Service
Authority: The Guinness Partnership (Public body)
What is being bought
Published requirement descriptionGuinness is looking to replace its current Customer Contact Centre capabilities and contract with a partner to provide a Managed Service.
As a precursor to commencing a procurement process we are issuing this Prior Information Notice (PIN) as a soft market testing exercise to enable Guinness to gain a better understanding of the providers in the market and their technical capabilities. We are looking for organisations to provide us with an outline of their offering with reference to our requirements in the market engagement brief. It is not mandatory to respond and equally, information submitted will not be evaluated or count towards the future tender process.
Responses to the market engagement exercise should be submitted via the address stated in I.3 of this notice by 4pm on Tuesday 22nd February.
CPV: Telecommunications equipment and supplies · Telecommunications services
The lotProcurement structure
single lot · no lot value publishedLot #1Guinness is looking to replace its Customer Contact Centre capabilities and contract…PlannedRenewal
Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. CCaaS services will 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
Procedure terms & legal framework
From the official record- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Past planning notice
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 25 Jan 2022, 15:57 GMT
- Last source update
- 25 Jan 2022, 16:42 GMT
- Authority reference
DN593683- FTS notice number
2022/S 000-002207- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-030f29Find a Tender
How it was run
Official notice- Submission deadline
- —
Timeline
25 Jan 2022 → 21 Apr 2022 · 2 dates- Notice published25 Jan 2022, 16:42 GMT
- Tender notice expected21 Apr 2022, 00:00 BST
Notice history
2 releases on Find a TenderPublished amendments (1 · 0 deadline changes)
| When | What | Before | After | Shift |
|---|---|---|---|---|
| — | TextShort Description · II.1.4 | Responses to the market engagement exercise should be submitted via the address stated in I.3 of this notice by 4pm on Tuesday 22nd February | Responses to the market engagement exercise should be submitted via the address stated in I.3 of this notice by 4pm on Tuesday 15th February |
1 amendment published without a description.
Commercial outcome & contract awards
Pipeline notice- Awards (0)
- No award published
- Contracts (0)
- No contract published
- Bid statistics
- No aggregate bid statistics published
Contracting authority & participating public bodies
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.