Unified Communications
Key facts
- Estimated value
- £882,000
- Closing date
- 09 Sep 2026
- Contract ends
- 27 Sep 2029
- Procedure
- Open procedure
- Buyer type
- Housing
- Source
- Find a Tender
Description
Hafod Housing Association is seeking a qualified Service Provider for the design, implementation, and support of a comprehensive, digital Unified Communications (UC) and omnichannel contact centre platform. This contract will support Hafod's digital transformation and transition away from traditional PSTN/ISDN infrastructure. Key Requirements Include: Core UC Services: Cloud/IP telephony, voice call packages, DDI management, and cross-device collaboration (voice, video, messaging on mobile, laptop, and tablet) utilizing existing WAN. Integrations: Full integration with Microsoft 365 tenancy and Civica Cx (SaaS CRM). Contact Centre Functionality: Omnichannel features including Automated Call Distribution (ACD), Intelligent Contact Routing (ICR/IVR) with speech recognition, administrative reporting tools, and call recording/quality management solutions. Hardware & Support: Supply of supporting hardware, transformation/migration support, and ongoing maintenance. Contract Duration: 3 years initially, with options to extend by up to 3 further periods of 2 years each (2+2+2), up to a maximum total duration of 9 years. Estimated Contract Start Date: 28th September 2026. Terms: Contract will be awarded under Hafod Standard Terms and Conditions for Services (Schedule 6). Bidders may submit proposed amendments for consideration.
Categories (CPV)
- 32412000 Communications network
- 32420000 Network equipment
- 48219000 Miscellaneous networking software package
- 50334400 Communications system maintenance services
- 51300000 Installation services of communications equipment
- 64214000 Dedicated-business telephone network services
- 72212517 IT software development services
- 72253000 Helpdesk and support services
- 79512000 Call centre
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