Published date: 19 May 2022
This notice was replaced on 19 May 2022
This notice does not contain the most up-to-date information about this procurement. The most recent notice is:
Awarded contract (published 8 March 2023)
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
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
19 May 2022
Closing date
24 June 2022
Closing time
5pm
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
About the buyer
Address
30 Brock Street
Regents Place
London
NW1 3FG
England
Website
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