Published date: 6 January 2022

Last edited date: 6 January 2022

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: 31 January 2022, 12pm

Contract summary

Industry

  • Communications network - 32412000

  • Telecommunications network - 32412100

  • Telecommunications system - 32524000

    • Communications infrastructure - 32571000

    • Communication and multimedia software package - 48500000

    • Communication software package - 48510000

    • Desktop communications software package - 48511000

    • Integrated telecommunications services - 64227000

Location of contract

North East

Value of contract

£500,000 to £1,000,000

Procurement reference

BIP652877698

Published date

6 January 2022

Closing date

31 January 2022

Closing time

12pm

Contract start date

1 May 2022

Contract end date

31 May 2027

Contract type

Service contract

Procedure type

Open procedure

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

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

NOTE: This notice was updated on 06 January 2022 for the following reason: This is a correction of the closure date.(The University is looking to implement a Contact Centre as a Service (CCaaS) to enable improved multi-channel inbound and outbound contact between the University (including our partner organisation staff) and its external customers within the UK and internationally.

The aim of the CCaaS is to enhance our customer service model by improving the customer experience through more relevant, efficient and joined up, inbound and outbound communication. This practice this needs to cover at a minimum:
•Having systems and data available that enable us to anticipate customer requirements, needs and levels of demand via a reporting dashboard.
•Making it easier for new and existing customers to be able to find what they need via self-service options.
•Making it easier for new and existing customers to get in touch with us, through multiple channels.
•Enabling us to efficiently route new and existing customers to the people/resources/support they need or want.
•Enabling us to respond to new and existing customers in a quickly and efficiently, enhancing their experience throughout the process.)

More information

Links

Additional text

The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.

About the buyer

Contact name

Angelique Borsboom

Address

Sutherland Building
Newcastle upon Tyne
NE1 8ST
UK

Telephone

07429334777

Email

angelique.borsboom@northumbria.ac.uk