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Notice Summary

Title:
UK-Walthamstow: Provision of Voice Unified Comms and Contact Centre Selection (EXTENDED SHORT DEADLINE)
Document Ref:
GB003ZM315164
Document Type:
Contract Notice - Other
Published By:
London Borough of Waltham Forest Council
Date Published:
19 November 2019
Deadline Date:
22 November 2019
Document Source:
Framework/DPS:
No
Alert Profile:
Labels:

Notice Abstract

CONTRACT FOR THE PROVISION OF VOICE, UNIFIED COMMS AND CONTACT CENTRE SELECTION IN THE LONDON BOROUGH OF WALTHAM FOREST The Digital and ICT environment is rapidly changing. Our phone system, which was state of art technology 20 years ago is no longer fit for purpose and is end of life technology. The Digital and Technology strategy proposed replacing our phone and contact centre with a modern cloud-based system. Although this will provide new telephony, modern cloud systems are centred around interacting with customers across different channels easily. The technology will replace hard phones with soft phones which can interact with multiple devices from laptops to smart devices. The contact centre will be replaced with a modern omni channel intelligence led system which supports officer to manage not just calls but all transaction with the customer (including live chat and chat bots). Keywords Radio , communication, telecommunication, television

Notice Details

CONTRACT NOTICE – NATIONAL

SERVICES

1 Authority Details

1.1

Authority Name and Address

London Borough of Waltham Forest Council
N/A
Walthamstow UK
Rasheed Quadri N/A
rasheed.quadri@walthamforest.gov.uk N/A

1.2

Address from which documentation may be obtained

As in 1.1

1.3

Completed documents must be returned to:

As in 1.1

2 Contract Details

2.1

Title

Provision of Voice Unified Comms and Contact Centre Selection (EXTENDED SHORT DEADLINE)

2.2

Description of the goods or services required

CONTRACT FOR THE PROVISION OF VOICE, UNIFIED COMMS AND CONTACT CENTRE SELECTION IN THE LONDON BOROUGH OF WALTHAM FOREST

The Digital and ICT environment is rapidly changing. Our phone system, which was state of art technology 20 years ago is no longer fit for purpose and is end of life technology. The Digital and Technology strategy proposed replacing our phone and contact centre with a modern cloud-based system. Although this will provide new telephony, modern cloud systems are centred around interacting with customers across different channels easily. The technology will replace hard phones with soft phones which can interact with multiple devices from laptops to smart devices. The contact centre will be replaced with a modern omni channel intelligence led system which supports officer to manage not just calls but all transaction with the customer (including live chat and chat bots).

Keywords

Radio , communication, telecommunication, television

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

Estimated contract dates

Start date 01/02/2020

End date 31/01/2024

Region(s) of supply

Redbridge and Waltham Forest

3 Conditions for Participation

3.1

Minimum standards and qualification required

4 Administrative Information

4.1

Type of Procedure

The procedure type is unknown.

4.2

Reference number attributed to the notice by the contracting authority

DN439453

4.3

Time Limits

   22-11-2019  Time 12:00

4.5

Language or languages in which tenders or requests to participate can be drawn up

EN 

4.6

Tender Submission Postbox

5 Other Information

5.1

Additional Information

Please visit the following portal to view this notice:

https://procontract.due-north.com/Advert?advertId=e844aab2-71eb-e911-80fa-005056b64545

Expression of interest deadline : 22/11/2019 at 12:00 hrs

This Notice Replaces : Document Ref: GB003ZM311565

(MT Ref:315164)

5.2

Additional Documentation

5.3

Publication date of this notice

 18-11-2019

Current Notes