VOIP Omnichannel Telecommunications System

Contract details

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ID:

138367

OCID:

ocds-kuma6s-132618

Contract type:

Supply

Procedure type:

Open

Contract award notice ref:

JAN464597

Internal ref:

Portal Ref: 138367

Contact catergory:

C - Local contract let on behalf of one buyer

Buyer:

Wales Millennium Centre

Primary CPV code:

N/a

Additional CPV code(s):

Is framework:

No

Carbon reduction plan:

Options:

Description:

Wales Millennium Centre is going through an exciting digital transformation with changes planned that will improve the way the Centre operates and the services it provides. We are looking to implement a new omnichannel telecommunication system that should cover VOIP phone calls, email, webchat, and social media channels as a minimum. This should all be viewable in a single pane of glass for contact centre staff and there should be a strong BI/analytics dashboarding capability available to the supervisors and reporting capability for senior management. Standard back-office users of the system should be able to benefit from the usual phone features but also the ability to work in an agile manner and not be tied to their desk phone. The system must be cloud based (we currently run 9 Virtual Servers to handle our current legacy on-premise phone system) and must be a true omnichannel solution that can address the inefficiencies the contact centre in particular experience by trying to manage multiple disparate solutions. The intention is to engage with a strategic partner for an initial period of 3 years.

Purchasing team:

N/a

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Contract dates

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Date awarded:

15 September 2023

Start date:

15 September 2023

End date:

15 September 2026

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Contract extensions

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Extended contract end date:

-

Max extension options available:

12 (months)

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Additional information

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Additional information:

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Contact details

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Contract name:

Helen John

Contract email:

N/a

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