Contact Centre Systems Support

Leeds City Council is seeking the services of an experienced contractor holding the Avaya Diamond (previously Platinum) Partner accreditation to provide continuing maintenance, support and professional services for its existing and future Contact Centre telephony and associated technology infrastructure. The Council currently utilises Avaya VOIP telephony technology, Verint Work Force Optimisation and some bespoke software products in the Corporate Contact Centre and several partner satellite sites, supporting over 400 users.

The core service will be in support of the Contact Centre environment as described within the Invitation to tender but may be extended as required to other areas of the Council that may deploy these technologies.

The Contract will have an initial period of three years with an option to extend by three further 12 month periods.

The Council has chosen not to divide this procurement into lots. The Council is seeking to appoint a single supplier who can offer the full range of services with support, professional services and goods being sourced through this contract. It has considered separate lots and concluded better value would be achieved through a single contract. It would, therefore, not be appropriate to divide the Councils requirements into lots.