Enterprise Telephony

Contract summary

Industry

• Radio, television, communication, telecommunication and related equipment - 32000000

• Telecommunications services - 64200000

Location of contract

East Midlands

Value of contract

£3,000,000

Procurement reference

NNC00000236

Published date

6 December 2022

Closing date

19 September 2022

Closing time

12pm

Contract start date

3 January 2023

Contract end date

2 January 2028

Contract type

Service contract

Procedure type

Call-off from a framework agreement

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

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Description

North Northamptonshire Council (hereafter referred to as the "Council") is seeking a suitably qualified and experienced Supplier to provide enterprise telephony, including IT infrastructure, architecture, and contact centre.

To provide a cloud-hosted Software as a Service (hereafter referred to as "SaaS") telephony solution that will provide the functionality detailed in this Specification and all supporting documents, as well as software licence, support & maintenance, upgrade paths, and roadmap.

To provide the Council with modern and flexible software services that meet customer's needs, without technical staff requiring bespoke telephony knowledge and skills.

To provide the Council with a unified capable telecommunication solution that meets the requirements of this Specification and all supporting documents. Based on current demand across the Council estate, there are approximately 4,100 calls received daily into Customer Services, departmental extensions and extensions associated with individual members of staff. Using this figure gives a projected twelve-month figure of 1,074,382 calls received. For outbound calls, the figures are approximately 2,120 daily and 551,358 yearly.

The Supplier must oversee implementation of the technology and co-ordinate activities through the Council's project management team. The implementation will include all aspects of the product including assistance as required, to deploy and configure software. Porting of the Council's existing number ranges, and implementation of all required set-up for call centre and hunt / call groups.

Training for technical administrative staff, Learning & Development training staff, super users/change champions and the provision of training documentation for all other users.

To enable integration with inhouse compatibilities such as Microsoft Teams, Outlook, Income management system, Revenues and Benefits system, payment systems and the Customer Relationship Management system for customer services to increase efficiency and can scale to meet the needs of the Council.

The Contract will run for a minimum of thirty-six (36) Months, with the option for two (2) further twelve (12) Month extensions, in essence a maximum sixty (60) Month Contract.

Suppliers identified on the Crown Commercial Service (hereafter referred to as "CCS") Network Services 2 (RM3808) framework agreement will be engaged directly to understand whether they wish to take part in this mini competition.

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More information

Additional text

This procurement is being managed and awarded through the Mini Competition option of Lot 4 (Inbound Telephony Services) of the Crown Commercial Service Framework Agreement for Network Services 2 (Ref No. RM3808).

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Award information

Awarded date

6 December 2022

Contract start date

3 January 2023

Contract end date

2 January 2028

Total value of contract

£1,169,838

This contract was awarded to 1 supplier.

8x8 (UK) Ltd.

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About the buyer

Contact name

North Northamptonshire Procurement Team

Address

The Cube, George Street
Corby
NN17 1QG
England

Telephone

0300 126 3000

Email

procurement@northnorthants.gov.uk

Website

https://in-tendhost.co.uk/nnc/aspx/Home