Published date: 25 January 2018
Awarded contract - This means that the contract has been awarded to a supplier.
Contract summary
Industry
Software package and information systems - 48000000
IT services: consulting, software development, Internet and support - 72000000
Location of contract
East Midlands
Value of contract
£650,000
Procurement reference
TS17003 Award
Published date
25 January 2018
Closing date
9 June 2017
Contract start date
8 December 2017
Contract end date
7 December 2022
Contract type
Not specified
Procedure type
Restricted procedure (above threshold)
A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.
This procedure can be used for procurements above the relevant contract value threshold.
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
No
Description
The Council requires an internally hosted contact centre telephony and multi-channel solution that enables its contact centre to manage and respond to incoming and outgoing telephone calls and all customer interaction s regardless of channel.
Associated services include training, implementation, support and maintenance and ad hoc consultancy.
A web chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means (e.g. Phone calls and e-mail, social media, text message).
The Solution needs to be agile, adaptable and easily configurable by non-IT staff. It needs to provide multi-channel visibility and allow Contact Centre business administrators and supervisors to quickly implement operational changes.
The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls, which are handled by Call Derbyshire 24/7/365.
The Solution must be scalable, so it can be deployed to other areas of the Council if required and be responsive to changes in demand and functionality The Council takes calls on behalf of other local authorities and.
Government bodies who will not have access to the Solution themselves.
Award information
Awarded date
27 September 2017
Contract start date
8 December 2017
Contract end date
7 December 2022
Total value of contract
£650,000
This contract was awarded to 1 supplier.
NETCALL TELECOM LIMITED
Address
Hamilton House
HP1 1BB
GBReference
Companies House number: 02831215
Supplier is SME?
No
Supplier is VCSE?
No
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Closing: 9 June 2017
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