TRIV2025 - IT16 Contact Centre Transformation - Preliminary Market Engagement

Trivallis are a community mutual housing association, which is owned by our tenants, routed in our local communities and working through collaboration and partnership. We provide homes to 25,000 people across South Wales.

Our primary role is providing homes which are safe, secure and affordable to people who are in the greatest need.

Trivallis are undertaking preliminary market engagement to assist with potentially procuring a software solution for their contact centre. The purpose of the preliminary market engagement, is to engage with suitable suppliers, which have suitable solutions to assist with the following:

1. develop the authority’s requirements and approach to the procurement;
2. help to design a procedure, conditions of participation or award criteria;
3. help in preparing the tender notice and associated tender documents;
4. identify suppliers that may be able to supply the goods, and services required;
5. consider the value for money in progressing with a new solution

and any other market insight that the engagement can provide.

This Preliminary Market Engagement will be conducted by sending a questionnaire to all interested parties, with a range of question for them to answer.

The outcome of the engagement exercise and the potential procurement procedure that will result, will help Trivallis achieve its aims below:

*Confirm a plan for the contact centre to ensure the right solution supports the long-term vision

*Implement a new contact centre solution which has been driven by tenant feedback, staff engagement and board approval

*Procure a solution which serves and integrates other departments in the business, such as Planners, Rent Account Managers, etc

*Ensure the new solution is aligned with the Trivallis Outcomes and Benefits which have been identified

*Integrate Microsoft Teams for inbound/outbound Telephony

*Have full integration with Microsoft Dynamics (CRM)

*OMNI channel communication

*Improve reporting and Analytics

*Improve agent management

*Potentially use AI / machine learning to improve customer services

*Consider the full lifecycle costing of implementing a new system and its aintenance including keeping pace with technology as it progresses

Our questionnaire will be issued to potential suppliers by them emailing our procurement mailbox, please use reference TRIV2025-IT16, the email address is; [email protected]

There is a strict 300 word limit for each question in the questionnaire that is returned, in order to make the engagement manageable. Trivallis reserve the right to disregard any questionnaire submissions that do not adhere to this limit.

Trivallis will not be publishing the results of this engagement it will be used to inform the next stages if this progresses.

Suppliers should identify any information they send as part of the questionnaire return, which is confidential or intellectual property. Trivallis will not share any confidential supplier information.

If a procurement procedure is entered into at a later date, Trivallis will consider the sharing of any relevant information that has been gathered or exchanged with suppliers, as part of the tender process. It is not anticipated that this will be the case at this time.

Contracting authorities who undertake preliminary market engagement are not obliged to proceed with the procurement, and Trivallis reserves the right not to progress after this stage.

The deadline for completed returned questionnaires is the 7th of January @ 12 o'clock midday.