The Provision of Contact Centre Communications Software
key details
| Status | complete |
|---|---|
| Category (CPV) | 48500000 |
| Region | Wales |
| Deadline | 24 Apr 2025 |
| Procedure | open |
| SME suitable | Yes |
| OCID | ocds-h6vhtk-04e7af |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| 8X8 UK LIMITED | £650,000 | 17 Sept 2025 | pending |
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.
| • | 22 Contact Centre Agents. |
| • | 15 Work Management Scheduling Agents. |
| • | 60 Connections agents. |
Essential criteria.
| • | Existing System without need for significant development. |
| • | Proven Interoperability with SAP C/4 HANA. |
| • | A solution that is already in use and proven to work effectively within another organisation. |
| • | Software as a Service (SaaS) solution. |
| • | Scalable to receive large volumes of calls at short notice. |
| • | Scalability to approximately 400 users / agents. |
documents
- https://www.find-tender.service.gov.uk/Notice/007108-2025 , tenderNotice
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notice history
3 notices published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 16 Oct 2024 | Utilities periodic indicative (F04) | Earlier regulations | 033388-2024 |
| 25 Feb 2025 | Tender notice (UK4) | Procurement Act 2023 | 007108-2025 |
| 13 Oct 2025 | Contract award (UK6) | Procurement Act 2023 | 064778-2025 |
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source
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