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Notice Summary

Title:
UK-London: Salesforce Integrated Telephony
Document Ref:
GB003ZM325212
Document Type:
Contract Notice - Other
Published By:
National Citizen Service
Date Published:
28 February 2020
Deadline Date:
30 March 2020
Document Source:
Framework/DPS:
No
Alert Profile:
Labels:
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Reviewed By
Our Specialist Team

Notice Abstract

National Citizen Service (NCS) is the country's fastest-growing youth movement, a rite of passage for all teenagers aged 15-17 to discover who they are and what they can do. Nearly 500,000 young people have already taken part. Find out more at http://www.ncsyes.co.uk NCS currently has the following opportunity for the provision of Integrated Telephony Solution for NCS Network NCS have been using Salesforce for the last 5 years and have had integrated telephony platform for 3 years. The Trust has built up our contact centre experience as an organisation and need to scale the implementation to be able to work with a wider range of organisations and increased support for remote agents and complexity of routing. NCS want to procure a solution that will co-terminate with our Salesforce contract in approximately 2 years 5 months with a commencement date of 1st August 2020. The expected value of the contract is anticipated to be valued at £400,000 - £600,000 per annum. The required outputs of this service should be inclusive of but not limited to; Capability to be able to make phone calls and automatically log these in Salesforce. Able to record calls securely in order to review at a later date Fully integrated PCI payment system that deals with stopping and resuming the call recording. Automatic dialing of lists stored within Salesforce. Capability to be able to dial from static lists/reports in Salesforce. Capability to be able to route to advisors based on criteria within Salesforce. Capability to be able to have context specific IVR messages based on data within Salesforce. The functionality for customers to be able to leave voice messages and to be securely stored Reporting suite that makes use of internal Salesforce & Einstein reporting. Monitor usage, agent utilisation and workforce and provide reporting. Compatibility with workforce management systems. The ability to be able to pop the right screen within Salesforce when a call comes in. Ability to be able to create transcripts of calls for analysis. Ability to be able to define & automate customer contact strategy. Gamification & wallboards. The ability to be able to identify and present a local phone number in different regions. The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced. The solution should be able to be scalable and flex and shrink with demand. Upto 1,500 users at peak and down to 500 at low periods. The solution should be highly maintainable. High uptime for contact centres that are mission critical and require high availability.

Notice Details

CONTRACT NOTICE – NATIONAL

UNKNOWN

1 Authority Details

1.1

Authority Name and Address

National Citizen Service
N/A
London UK
N/A N/A
procurement@ncstrust.org.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

Salesforce Integrated Telephony

2.2

Description of the goods or services required

National Citizen Service (NCS) is the country's fastest-growing youth movement, a rite of passage for all teenagers aged 15-17 to discover who they are and what they can do. Nearly 500,000 young people have already taken part. Find out more at http://www.ncsyes.co.uk

NCS currently has the following opportunity for the provision of Integrated Telephony Solution for NCS Network

NCS have been using Salesforce for the last 5 years and have had integrated telephony platform for 3 years. The Trust has built up our contact centre experience as an organisation and need to scale the implementation to be able to work with a wider range of organisations and increased support for remote agents and complexity of routing.

NCS want to procure a solution that will co-terminate with our Salesforce contract in approximately 2 years 5 months with a commencement date of 1st August 2020. The expected value of the contract is anticipated to be valued at £400,000 - £600,000 per annum.

The required outputs of this service should be inclusive of but not limited to;

Capability to be able to make phone calls and automatically log these in Salesforce.

Able to record calls securely in order to review at a later date

Fully integrated PCI payment system that deals with stopping and resuming the call recording.

Automatic dialing of lists stored within Salesforce.

Capability to be able to dial from static lists/reports in Salesforce.

Capability to be able to route to advisors based on criteria within Salesforce.

Capability to be able to have context specific IVR messages based on data within Salesforce.

The functionality for customers to be able to leave voice messages and to be securely stored

Reporting suite that makes use of internal Salesforce & Einstein reporting.

Monitor usage, agent utilisation and workforce and provide reporting.

Compatibility with workforce management systems.

The ability to be able to pop the right screen within Salesforce when a call comes in.

Ability to be able to create transcripts of calls for analysis.

Ability to be able to define & automate customer contact strategy.

Gamification & wallboards.

The ability to be able to identify and present a local phone number in different regions.

The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced.

The solution should be able to be scalable and flex and shrink with demand. Upto 1,500 users at peak and down to 500 at low periods.

The solution should be highly maintainable.

High uptime for contact centres that are mission critical and require high availability.

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

Location of contract Any region, North East, North West, Yorkshire and The Humber, East Midlands, West Midlands, East of England, London, South East, South West

Value of contract £600k - £2.1m

Contract start date 01 August 2020

Contract end date 31 December 2022

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

n/a

4.3

Time Limits

   30-03-2020  Time 14:00

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://www.contractsfinder.service.gov.uk/Notice/574b7323-a7c3-484b-82ef-3918b02c1a10?p=4

Closing date 30 March 2020 at 14:00 hrs

(MT Ref:325212)

5.2

Additional Documentation

5.3

Publication date of this notice

 28-02-2020

Current Notes