C10891 NHSBSA Contact Centre Platform Services
NHS Business Services Authority · United Kingdom
Key facts
- Contract value
- £5,094,561
- Awarded
- 27 Jun 2023
- Contract starts
- 18 Apr 2023
- Contract ends
- 18 Apr 2027
- Procedure
- Call-off from a framework agreement (framework)
- Buyer type
- Health
Awarded to
| Supplier | Value |
|---|---|
| Capita Business Services Limited (primary) | £5,094,561 |
Description
The Supplier will provide the following key outcomes:
- The design build and test of a new contact centre telephony services to replace those provided by the incumbent supplier;
- The migration of contact centre telephony services, NGN's and Intelligent Network (IN) capabilities from the Incumbent Sup
- The discovery, strategic development, solution design, implementation and operation of new digital contact centre capabilities, including but not limited to NLP, virtual agent, self service automation, deflection
- The migration and implementation to be delivered without impact to the operation of End to End Services;
- Demonstrable progress in supporting NHSBSA's Modern Contact Centre transformation strategy
- The operation of the migrated contact centre telephony services
Additional information: Procured via the Crown Commercial Services RM3808 Network Services 2 Framework, Lot 13 Contact Centre Services. This contract has two 12 month options to extend, post the 4 year initial term.
Categories (CPV)
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