Published date: 24 February 2021

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 16 March 2021, 5pm

Contract summary

Industry

  • Interactive voice response software package - 48512000

  • Interactive voice response software development services - 72212512

Location of contract

so147ly

Value of contract

£20,000

Procurement reference

SCC-SMS-0120

Published date

24 February 2021

Closing date

16 March 2021

Closing time

5pm

Contract start date

30 March 2021

Contract end date

29 March 2024

Contract type

Service contract

Procedure type

Open procedure (below threshold)

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

This procedure can be used for procurements below the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

Southampton City Council recently insourced both its customer service operation and its IT provision. Customer services have been through a significant transformation since returning to the council and are taking a greater focus on customer service and first-time resolution. We have recently invested in a new telephony platform and are overhauling the IVR (Interactive Voice Response) set up in switching over. As a part of this, we want to invest in high-quality recorded announcements. SCC is in the process of upgrading and redesigning our IVR (Interactive Voice Response) system for the council. We deal with over 400,000 calls a year and are keen to deliver the best possible customer experience.

This is a 3+1+1 contract.

More information

Attachments

Links

About the buyer

Contact name

Oliver Tarrant

Address

Civic Centre,Civic Centre Road
SOUTHAMPTON
SO147LY
England

Email

oliver.tarrant@southampton.gov.uk