The Provision of Contact Centre Communications Software

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    "title": "The Provision of Contact Centre Communications Software",
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    "description": "Customer Contact Centre Communications Software Solution that has the capacity to integrate with an existing Customer Relationship Management Solution (CRM) and must be able to scale up rapidly to accommodate approximately 400 agents. WWU has approximately ninety-seven (97) customer facing contact centre agents working 8am-8pm Monday-Friday and 9am-2pm Saturday.\n•\t22 Contact Centre Agents.\n•\t15 Work Management Scheduling Agents. \n•\t60 Connections agents.\nEssential criteria.\n•\tExisting System without need for significant development.\n•\tProven Interoperability with SAP C/4 HANA.\n•\tA solution that is already in use and proven to work effectively within another organisation.\n•\tSoftware as a Service (SaaS) solution.\n•\tScalable to receive large volumes of calls at short notice.\n•\tScalability to approximately 400 users / agents.",
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            "scheme": "UK_CA_TYPE",
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      "identifier": {
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      "contactPoint": {
        "name": "Peter Tune",
        "email": "wwuprocurement@wwutilities.co.uk",
        "telephone": "+447967844390"
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  "date": "2025-02-25T09:09:46Z",
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    "title": "The Provision of Contact Centre Communications Software",
    "value": {
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      "features": "The tender will be comprised of;\nConditions of Participation Stage: The responses to the questionnaire which will have both mandatory pass/fail and scored questions. The responses will be scored and the highest scored bidders shall be invited to the ITT. Only those bidders that progress to the ITT stage shall see the documents related to the ITT Technical and Commercial Envelopes.\nMore information available in the Invitation to Tenderer and the Conditions of Participation Questionnaire (COPQ) - Guidance\nThe ITT shall include Technical Envelope and Commercial Envelope, with percentage weights 60% and 40% respectively.\nThe Technical Envelope shall include open scored questions. The combined scores from the Technical and Commercial shall be ranked and the highest three (3) ranked bidders shall proceed to the negotiation stage.\nMore information on the negotiation stage shall be released in due course."
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    "description": "Wales and West Utilities (WWU) intend to establish an agreement for the provision of Contact\nCentre Communication Software. The required solution shall include the following features.\n•\tEnable WWU to maintain a call centre system to satisfy its licence agreement. \n•\tEnsure teams currently using CxEngage as their primary telephony solution continue to have a contact centre software solution. \n•\tEnsure that the solution is scalable and can include additional users should more users be required, e.g., Despatch, Streetworks and Reinstatement. \n•\tIntegration to existing WWU systems (SAP C/4 HANA primary interface). \n•\tEnsure that key interactive voice response (IVR) function is maintained. \n•\tMaintain all existing communication channels (true omni-channel experience for customers and agents for customer contact (call, text, email, WhatsApp). \n•\tMaintain reporting and product-market fit (PMF) capabilities. \n•\tMaintain call recording functionality. \n•\tArtificial intelligence (AI) to be part of customer contact centre solution.\nThis tender has generated a significant amount of interest and to ensure that the market understands the requirement, the below highlights essential criteria.\n•\tExisting System without need for significant development.\n•\tProven Interoperability with SAP C/4 HANA.\n•\tA solution that is already in use and proven to work effectively within another organisation.\n•\tSoftware as a Service (SaaS) solution.\n•\tScalable to receive large volumes of calls at short notice.\n•\tScalability to approximately 400 users / agents.\nConversely, WWU deems it necessary to advise the market that certain services and types of systems would not meet our requirements.\n•\tA conceptual solution that requires development.\n•\tA platform from which to design a bespoke system.",
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    "submissionMethodDetails": "https://sourcing4wwu.bravosolution.co.uk/web/login.html\nBravo Project Tender Reference: \nPQQ: pqq_422 - WWU1382 - Contact Centre Software Provision",
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        "country": "GB",
        "locality": "Newport",
        "postalCode": "NP10 8FZ",
        "countryName": "United Kingdom",
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      },
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