24/015 Customer Contact Solution - AWARD
Details
- Supplier(s)
- Netcall Technology Limited
- Duration
- 3 years
- Topic
- Software package and information systems
- Published
- 9 June 2025
- Source
- uk:contracts_finder
Tender description
Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions.
Timeline
- Completed: Award date29 May 2025
- Completed: Award published9 June 2025Current notice
- Next: Contract expiry date28 May 2028in 2 years
About the buyer
Tamworth Borough Council is a local authority that buys through its own procurement team. Suppliers can browse tenders and quotations there and express interest in each one. Social value and sustainability are considered in how the council procures.
Over the past 5 years, most of Tamworth Borough Council's contract awards have been in architectural and engineering services, software and information systems, 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 •••• •••••• | ••••••••@tamworth-borough-council.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@tamworth-borough-council.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@tamworth-borough-council.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@tamworth-borough-council.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@tamworth-borough-council.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@tamworth-borough-council.gov |
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