CONTRACT FOR THE PROVISION OF VOICE, UNIFIED COMMS AND CONTACT CENTRE SELECTION IN THE LONDON BOROUGH OF WALTHAM FOREST
London Borough of Waltham Forest · London
Key facts
- Estimated value
- £2,500,000
- Closing date
- 18 Nov 2019
- Contract starts
- 01 Feb 2020
- Contract ends
- 31 Jan 2024
- Procedure
- Open procedure
- Buyer type
- Local government
Description
The Council of the London Borough of Waltham Forest ("the Authority") invites suitably qualified and experienced organisations to Tender for the Contract for the Provision of Voice, Unified Communications and Contact Centre Selection in the London Borough of Waltham Forest ("the Contract").
The Contract will commence on 1st February 2020 and, subject to satisfactory performance, will operate for a period of (4) years, terminating at midnight on 31st January 2024 with an option to extend for further (2) years which end ("the Contract Period"). At the sole discretion of the Authority and subject to the satisfactory performance of the provider the Contract Period may be extended for up to two (2) years (in such period or periods as the Authority deems appropriate) providing a total possible Contract Period to midnight on 31st January 2026.
Although this solution will provide new telephony, modern cloud systems are centred around interacting with customers across different channels easily. This means our objectives are;
a, Provide a phone system that allows seamless switch between chat, text, IM, email, voice and web forms as well as the basic functionality for making calls across unified communications channel.
b, Provide a contact centre system that supports the management of a call centre and allows processes to be built once and publish in any channel
c, Utilise natural language processing to improve experiences - for example recognising sentiment or key words to help route calls
d, Continuously build knowledge base capacity for responding to simple queries with a voice bot
e, Automate processes, for example delivering end to end through improved voice recognition ⢠Replace current 'Hunt Groups' with intelligent routing
f, Increasing collaboration and mobility supporting the Town Hall Campus programme, including making and receiving council calls on laptops and mobile and significantly improved collaborative voice and video calling
Categories (CPV)
Similar open tenders
Conwy County Leisure Facilities CCTV Supply and Install
Location: WalesBuyer: Conwy County Borough Council
Open tenderCloses 26 Nov, 202621 daysValue £100.00kSource Find a TenderConwy County Borough Council is seeking to appoint a suitably qualified and experienced contractor for the supply, installation, commissioning, configuration and 3year maintenance of CCTV systems across seven leisure facilities operated by the Authority. The project forms part of the Council's investment programme to i
Digital Connectivity Programme - 1gb Broadband Install and Service Delivery
Location: ScotlandBuyer: North Lanarkshire Council
Open tenderCloses 8 Dec, 202633 daysValue £85.45mSource Find a TenderNorth Lanarkshire Council (the “Council”) is undertaking a major digital transformation programme to deliver gigabit capable broadband connectivity to approximately 37,000 Council owned social housing properties across the authority area. The programme is a core component of the Council’s Digital Connectivity Masterpla
Term Service Contract for the Installation, Maintenance, Periodic Inspection and Servicing of CCTV Systems
Location: Yorkshire and the HumberBuyer: East Riding of Yorkshire Council
Open tenderCloses 9 Dec, 202634 daysValue £672.00kSource Find a TenderInstallation, maintenance and periodic inspection and testing of Closed Circuit Television Systems (CCTV Systems) in various occupied operational council properties located within the geographical boundaries of the East Riding of Yorkshire.
PURCH3035 Provision of Digital Two-Way Radio Communications System and Infrastructure
Location: ScotlandBuyer: University of Glasgow
Open tenderCloses 25 Nov, 202620 daysSource Public Contracts ScotlandPURCH3035 Provision of Digital Two-Way Radio Communications System and Infrastructure Tender documents available from Public Contracts Scotland. Tender returns should be submitted via Public Contracts Scotland, no paper copies will be accepted. Should paper tenders be submitted, they will be rejected. Further to this
Saltash Guildhall Internal Works
Buyer: Saltash Town Council
Open tenderCloses 30 Nov, 202625 daysSource Contracts FinderSaltash Town Council is seeking tenders from suitably qualified contractors for internal remodelling works at the Guildhall, Lower Fore Street, Saltash. The project comprises refurbishment and adaptation works to support revised council operations and meeting functions, including: Manufacture and installation of besp
Purchase of 475 Smartphones for MKCC
Location: South EastBuyer: Milton Keynes City Council
Open tenderCloses 19 Nov, 202614 daysValue £98.00kSource Find a TenderMilton Keynes City Council are currently out to tender for the provision of 475 Smartphones for Sheltered Housing and ICT staff. Suppliers that would like to take part in this tender process are invited to "Express Interest" upon which they will be given access to the full tender documentation through this e-tendering