Contact Centre as a Service (CCaaS)
Thames Valley Police · South East
Key facts
- Estimated value
- £600,000
- Engagement closes
- 31 Oct 2025
- Contract ends
- 30 Jun 2035
- Buyer type
- Emergency services
- Source
- Find a Tender
Description
Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces. The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives: • Increased self-service options for the public • Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact • Reduced handle time for voice and digital • Improved information capture and data quality The requirements for the supply of this system will cover the following; • Inbound Voice Routing (IVR) • Automatic Call Distribution (ACD) • Digital Interaction Routing (DIR) • Workforce Engagement Monitoring (WEM) • Pre-Packaged Applications • Applications & Native Communications Connectivity • Outbound Voice Calling • Customer Self-Service Automation • Data Retention, Review & Disposal (RRD) • Artificial Intelligence (AI) • Large Language Model (LLM) Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.
Categories (CPV)
- 32400000 Networks
- 32500000 Telecommunications equipment and supplies
- 48200000 Networking, Internet and intranet software package
- 48500000 Communication and multimedia software package
- 48800000 Information systems and servers
- 48900000 Miscellaneous software package and computer systems
- 72000000 IT services: consulting, software development, Internet and support
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