Published date: 21 June 2022

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 2 June 2017, 12am

Contract summary

Industry

  • Call centre - 79512000

Location of contract

South West

Value of contract

£600,000 to £800,000

Procurement reference

DVNCC001-DN261747-72649971

Published date

21 June 2022

Closing date

2 June 2017

Closing time

12am

Contract start date

1 September 2017

Contract end date

31 August 2020

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

Devon County Council (DCC) Require an intelligent, highly configurable contact centre technology solution to sit on top of our SfB infrastructure to service the contact centres listed in the invitation to tender and with the flexibility to provide additional sites, or different combinations of sites, as business requirements evolve. The solution should also provide Voicemail facilities for SfB users, flexible call queuing, IVR and directory services with speech recognition, whereby callers can ask for a member of staff, or a service by name.\r
The expected total contract value is between £600,000 and £800,000 this is based on (10) ten year period. Devon County Council (DCC) operates an internal voice/telephone network which comprises 13 Unify Realitis DX TDM PABXs and a Unify dual node OpenScape Voice VOIP platform. These are linked together via proprietary SIP Trunking running across a managed service MPLS network.\r
The network hosts about 7,000 extensions, spread across approximately 40 sites. Most extensions have an associated DDI number for incoming calls.\r
DCC has moved to a more flexible method of working and uses a speech recognition directory to send calls to the users' nominated device, whether this is a desk extension, mobile, home line or a handset in a partner's location. This is provided by a dual node Netcall Liberty platform. This platform also provides our voicemail service and some IVR and auto attendant services for some of the smaller contact routes into the authority.\r
DCC also operates a 60 seat contact centre, based in Tiverton which deals with the majority of incoming calls from the public for Council services. This includes, but is not limited to; Devon Highways, Adult and Children's Social Care, Registrars and General Enquiries. This is based on a Unify Realitis DX PABX with intelligent call routing and reporting provided by OpenScape Contact Centre (OSCC).

More information

Previous notice about this procurement

CP1436-17A Call Centre Services

  • Awarded contract
  • Published 10 August 2017, last edited 10 August 2017

Award information

Awarded date

8 August 2017

Contract start date

1 September 2017

Contract end date

31 August 2027

Total value of contract

£1,585,000

This contract was awarded to 1 supplier.

Netcall Telecom Limited

Address

HP1 1BB

Reference

None

Supplier is SME?

Yes

Supplier is VCSE?

No

Additional details

Variation to contract for 5 year period, moving from hosted to cloud solution.

About the buyer

Contact name

Gavin Punchard

Address

County Hall
Topsham Road
Exeter
EX2 4QD
United Kingdom

Telephone

+44 1392383000

Email

gavin.punchard@devon.gov.uk

Website

http://www.supplyingthesouthwest.org.uk