Contact Centre as a Service (CCaaS)
key details
| Value | £600,000 (£720,000 inc. VAT) |
|---|---|
| Status | planning |
| Category (CPV) | 32400000 +6 more |
| OCID | ocds-h6vhtk-05adfc |
description
Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces.
The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives:
| • | Increased self-service options for the public |
| • | Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact |
| • | Reduced handle time for voice and digital |
| • | Improved information capture and data quality |
The requirements for the supply of this system will cover the following;
| • | Inbound Voice Routing (IVR) |
| • | Automatic Call Distribution (ACD) |
| • | Digital Interaction Routing (DIR) |
| • | Workforce Engagement Monitoring (WEM) |
| • | Pre-Packaged Applications |
| • | Applications & Native Communications Connectivity |
| • | Outbound Voice Calling |
| • | Customer Self-Service Automation |
| • | Data Retention, Review & Disposal (RRD) |
| • | Artificial Intelligence (AI) |
| • | Large Language Model (LLM) |
Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.
notice history
2 notices published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 13 Oct 2025 | Preliminary market engagement (UK2) | Procurement Act 2023 | 064627-2025 |
| 13 Oct 2025 | Preliminary market engagement (UK2) | Procurement Act 2023 | 064642-2025 |
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source
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