Microsoft Dynamics 365 Contact Centre - Implementation and Support

Description

Pre-market engagement Careers Wales have assessed a number of contact centres, included demos, and made the decision to select a Microsoft Dynamics Contact Centre. Careers Wales have engaged Microsoft throughout this process to provide product demos. Work done so far Careers Wales have completed initial discovery to build a customer specification and technical requirements. Careers Wales have completed a discovery process to select a preferred solution - Microsoft Dynamics 365 Contact Centre Which phase the project is in Not applicable Existing team An internal project team has been formed from a range of roles across the business; including delivery and technical colleagues. ICT System Engineering Team Head of ICT Business Insight Development Manager Operational Development Manager Delivery Project Manager Address where the work will be done The supplier is not required to work at a Careers Wales location. It is expected that this work will involve remote collaboration through Microsoft Teams. The solution must be hosted within the Careers Wales tenancy; Microsoft Entra Azure. Working arrangements The supplier is not required to work at a Careers Wales location. It is expected that this work will involve collaboration through Microsoft Teams. Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Provide more information about your security requirements: The supplier should be a Microsoft Gold Partner and hold a Cyber Essentials Plus IAMSE L2 / ISO27001 accreditation or equivalent. Latest start date 2025-11-10 Enter the expected contract length: 2 years Extension period: 1 year Special terms and conditions NA Are you prepared to show your budget details?: No Provide further information: Product licensing is not part of this contract, this is purely implementation and support. Confirm if you require a contracted out service or supply of resource Contracted out service: the off-payroll rules do not apply Summary of work Careers Wales is seeking to work with a Microsoft Gold Partner to implement and support a Microsoft Dynamics 365 Contact Centre. For further detail, please read the attached document: Contact Centre Specification for procurement. The implementation deadline for completion is February 2026 Where the supplied staff will work No specific location (for example they can work remotely) Who is the organisation using the products or services Careers Wales Why the work is being done Careers Wales recognises the importance of efficient and responsive customer service, and is committed to providing a range of communication channels and resources to support this goal. The existing contact centre solution uses MS Teams direct routing for voice, and integrates with the MS Dynamics Customer Services CRM. However, text, email and webchat interactions are largely handled outside of the platform through separate channels. Careers Wales is therefore seeking to work with a Microsoft Gold Partner to implement and support a Microsoft Dynamics 365 Contact Centre leveraging true omnichannel communication and AI. The implementation should be complete by February 2026 The business problem you need to solve Implementation of a Microsoft Dynamics 365 Contact Centre by Feb 2026 to improve communication channels through a single solution. Careers Wales operate a Microsoft Dynamics CRM (Customer Service Enterprise) Careers Wales own 700 direct dial numbers and operate a 0800 free phone number. Careers Wales currently have 40 contact centre agents (15 FTE), including 2 supervisors and 2 system administrators. The existing contact centre averages 2,500 inbound calls per month approx. 10,500 Minutes. The existing contact centre averages 500 outbound calls per month approx. 2,000 minutes. Product licensing is not part of this contract, this is purely implementation and support. First user type: Customer