The Provision of Contact Centre Communications Software
Details
- Value
- £1,250,000
- Topic
- Communication and multimedia software package
- Published
- 25 February 2025
- Submission
- 24 April 2025
- Source
- uk:find_a_tender
Tender 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.
Timeline
- Completed: Tender published25 February 2025Current notice
- Completed: Submission date24 April 2025
About the buyer
Wales & West Utilities Ltd is a gas distribution network for Wales and the South West, and buys as a utilities organisation. The Procurement Department runs market engagement ahead of tenders. Preliminary market engagement notices are published ahead of some tenders. Some tenders have included a dialogue phase with shortlisted suppliers.
Over the past 5 years, most of Wales & West Utilities Ltd's contract awards have been in education and training, repair and maintenance and architectural and engineering services.
Relevant CPV codes
- 48500000 · Communication and multimedia software package
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@wales-west-utilities-ltd.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@wales-west-utilities-ltd.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@wales-west-utilities-ltd.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@wales-west-utilities-ltd.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@wales-west-utilities-ltd.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@wales-west-utilities-ltd.gov |
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