Award of Mini Competition under CCS Framework Agreement RM6116 - for a Unified Communications Con...
Dundee City Council · Scotland
Key facts
- Contract value
- £1,530,422
- Buyer type
- Local government
Awarded to
| Supplier | Value |
|---|---|
| 8x8 UK (t/a 8x8) | £1,530,422 |
Description
Mini Competition under Crown Commercial Service Framework Agreement RM6116 - Network Services 3 relating to the purchase of a Unified Communications, Contact Centre and Customer Experience Platform , calling off from Lots 4b Digital Communication Services (Unified Communications and Lot 4c (Contact Centre Solutions).Dundee City Council intends to award a single Call-Off Contract for Lot 4b (Unified Communications) AND Lot 4c (Contact Centre Solutions). Bidders must be able to demonstrate that they can deliver an integrated solution covering the requirements of both lots, either as the prime contractor or via a defined consortium/subcontractor model. Please note, Bidders MUST be on both Lots 4b and 4c to be eligible to submit a bid for the mini competition. This is one of the pass/fail requirements within the documentation.Dundee City Council have developed a digital strategy to maximise the potential of digital technologies and improve outcomes and services for all our citizens and employees, in a way which supports the delivery of the Council’s priorities and to design a modern digital Council.A key project on this journey is the adoption of a new cloud-based, omni-channel customer experience platform that will drive innovation and transformation of Council services.The Council’s current telephony and contact centre system is a legacy on-premise system. The contract for licensing and maintenance of this system expires at the end of September 2026. Rather than make significant investment in this platform the Council are taking the opportunity to procure a modern, cloud-based platform, which can easily integrate with other Council systems and provide an enhanced customer experience that will be suitable for current and future digital services.The solution must be capable of supporting current desk-based telephony, voicemail, call recording, advanced call routing and voice channel contact centre requirements. It should also include the capability for AI driven chatbots, webchat, automation, real-time insights and within a single platform support multiple channels of customer engagement such as email, SMS, conversational AI and Social Media.Please see attached documentation for more information.
Categories (CPV)
- 64214200 Telephone switchboard services
- 64214400 Communication land-line rental
- 64227000 Integrated telecommunications services
- 72000000 IT services: consulting, software development, Internet and support
- 72200000 Software programming and consultancy services
- 72263000 Software implementation services
- 72267000 Software maintenance and repair services
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