Published date: 9 May 2019
This notice was replaced on 5 May 2021
This notice does not contain the most up-to-date information about this procurement. The most recent notice is:
Awarded contract (published 5 May 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.
Contract summary
Industry
Installation of telecommunications equipment - 45314000
Location of contract
Any region
Value of contract
£163,000
Procurement reference
BC/00704-ITT
Published date
9 May 2019
Closing date
30 May 2019
Contract start date
22 July 2019
Contract end date
21 July 2020
Contract type
Service contract
Procedure type
Open procedure (above threshold)
Any interested supplier may submit a tender in response to an opportunity notice.
This procedure can be used for procurements above the relevant contract value threshold.
This is an accelerated procedure.
Justification
PIN was issued on 22 Jan 2019
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
No
Description
Our global customer service function consists of circa 1,000 staff based in offices in over 100 countries. Our UK contact centre is the organisation's flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total - 15 Advisors, 3 Team Leaders and 1 Contact Centre Manager, plus the Global Customer Contact Manager.
In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution and associated management software of that telephony solution for use in a contact centre environment, removing the need for traditional hardware such as on-site servers and desk-based phones. We do not wish to purchase any other elements of contact centre channel management platforms. This solution will be piloted in the UK contact centre and, subject to a successful and satisfactory pilot, will be rolled out further across the network.
More information
Additional text
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Bidders will be required to register on British Council`s e-Tendering portal In-Tend hosted at https://in-tendhost.co.uk/britishcouncil in order to take part in the tender process.
Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return.
Bidders will also be required to demonstrate their capability and `means of proof` will be required. These conditions are outlined in the ITT.
About the buyer
Contact name
Caroline Doidge
Address
Bridgewater House
Manchester
M1 6BB
England
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