Published date: 8 March 2023

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


Closing: 28 June 2022, 3pm

Contract summary

Industry

  • Contact management software package - 48333000

  • Contract systems analysis and programming services - 72245000

  • Contract administration services - 79994000

Location of contract

United Kingdom

Value of contract

£1,260,000

Procurement reference

GUINPART001-DN612881-91044182

Published date

8 March 2023

Closing date

28 June 2022

Closing time

3pm

Contract start date

4 December 2022

Contract end date

4 January 2028

Contract type

Service contract

Procedure type

Restricted procedure

A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects:
• Omni channel capabilities
• Multiple, segmented Contact Centre capabilities
• Call and Queue Management
• Agent and Customer journey and experience
• Call Quality & Monitoring tools
• Customer Identification and Verification features
• Call Delivery, IVR, management, conferencing routing and recording
• Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features
• PCI process and compliance
• MI Reporting
• Digital signage - wallboards
• Workforce Management capabilities
• Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI
• Cloud Hosting
• UK hosted cloud data centres are preferred

The SQ documents are available on https://procontract.due-north.com and the project reference is DN612881

More information

Previous notice about this procurement

Contact Management

  • Opportunity
  • Published 19 May 2022, last edited 23 May 2022

Award information

Awarded date

21 December 2022

Contract start date

19 January 2023

Contract end date

18 January 2028

Total value of contract

£2,373,431

This contract was awarded to 1 supplier.

8x8 UK Limited

Address

Unit 1-2, 8x8 Bell Business Park Smeaton Close, AYLESBURY, Buckinghamshire, HP19 8JR, United Kingdom

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Address

30 Brock Street
Regents Place
London
NW1 3FG
England

Email

procurement@guinness.org.uk

Website

http://www.guinnesspartnership.com/