Published date: 7 June 2019

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


Closing: 26 February 2019

Contract summary

Industry

  • Telecommunications network - 32412100

  • Telecommunications equipment - 32522000

  • Telecommunications-infrastructure maintenance services - 50332000

    • Telephone and data transmission services - 64210000

    • Software integration consultancy services - 72227000

Location of contract

Any region

Value of contract

£1,490,381.35

Procurement reference

ICT00133

Published date

7 June 2019

Closing date

26 February 2019

Contract start date

23 April 2019

Contract end date

22 July 2022

Contract type

Service contract

Procedure type

Call-off from a framework agreement

A mini-competition or direct purchase from a pre-established framework agreement.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

Provision of a Modern Communications Service will deliver a suite of services designed to:

• Transform customer communications (contact centre solution).
• Transform colleague communications (enterprise communications).
• Service support and contract management.

The Modern Communications Service will be a cloud based solution that enables L&Q to fully utilise all reasonable channels of communication (including but not limited to telephony, chat, SMS, social media platforms, dynamic webforms).

Expected benefits include:
• Realtime communication with location independence
• Enterprise voice capabilities for the existing L&Q instance of MS Teams
• Faster response times to customers
• Less repeat information (from customers)
• 100% availability of customer contact information (e.g. last contact time & date)
• Shift to more proactive contact with customers
• Ability to review how customers feel about L&Q, and why (as the solution is integrated with the D365 CRM solution and enables L&Q to use MS cognitive services and Power BI for real time reporting)

The new Modern Communications Platform will be cloud based and enable L&Q Group to bring together contact from all channels (telephony, SMS, social media platforms, webchat, skype, dynamic webforms) in a modern, seamless way. The customer should never have to repeat themselves and L&Q should be able to respond quickly, shift to more proactive contact, always know the last time the customer contacted, why and how they feel about L&Q (as the solution is integrated with the D365 CRM solution and enables us to use MS cognitive services and Power BI to have real time reporting)

Award information

Awarded date

1 April 2019

Contract start date

23 April 2019

Contract end date

22 July 2022

Total value of contract

£1,490,381.35

This contract was awarded to 1 supplier.

Centiant Intl Limited

Address

Unit 8 Hartwell Business Park,
Hawthorne Close,
Hartwell,
NN7 2FA

Reference

Companies House number: 08358841

Value of contract

£1,490,381.35

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Danny Carragher

Address

29-35 West Ham Lane
LONDON
E154PH
England

Telephone

0300 456 9998

Email

dcarragher@lqgroup.org.uk