Contact Management
Details
- Supplier(s)
- 8X8 UK LIMITED
- Value
- £2,373,431
- Duration
- 5 years
- Topic
- Contact management software package
- Published
- 8 March 2023
- Source
- uk:contracts_finder
Tender description
Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects: • Omni channel capabilities • Multiple, segmented Contact Centre capabilities • Call and Queue Management • Agent and Customer journey and experience • Call Quality & Monitoring tools • Customer Identification and Verification features • Call Delivery, IVR, management, conferencing routing and recording • Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features • PCI process and compliance • MI Reporting • Digital signage - wallboards • Workforce Management capabilities • Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI • Cloud Hosting • UK hosted cloud data centres are preferred The SQ documents are available on https://procontract.due-north.com and the project reference is DN612881
Timeline
- Completed: Award date19 January 2023
- Completed: Award published8 March 2023Current notice
- Next: Contract expiry date18 January 2028in 15 months
About the buyer
The Guinness Partnership Ltd is one of England's largest housing associations, providing affordable homes and care. Larger projects often draw on framework agreements already tendered by regional buying organisations such as ESPO or Procurement for Housing. The organisation also runs its own regional framework for planned investment and major works, covering multiple regions across England. Appointed regional contractors deliver repairs, retrofit, decarbonisation and fire safety work under that framework.
Over the past 5 years, most of The Guinness Partnership Ltd's contract awards have been in construction work, architectural and engineering services and repair and maintenance.
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@the-guinness-partnership-ltd.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@the-guinness-partnership-ltd.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@the-guinness-partnership-ltd.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@the-guinness-partnership-ltd.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@the-guinness-partnership-ltd.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@the-guinness-partnership-ltd.gov |
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