Contact Centre Solution

Concepts

• newport
• software package
• cloud based omni channel contact centre solution
• channel contact centre
• contact centre solution
• the identified solution
• information systems
• information technology
• the main corporate telephony system
• the current avaya telephony system

Location

Description

Cloud based omni channel Contact Centre solution which will integrate in Microsoft Team for the main corporate telephony system. This is the identified solution to replace the current Avaya telephony system. This will also include professional services, licenses and ongoing support and maintenance.

Award Detail

CPV Codes

• 48000000 - Software package and information systems
• 72000000 - IT services: consulting, software development, Internet and support

Indicators

• Contract is suitable for SMEs.

Other Information

Please note that the call-off contract is a mix of both supplies and services. Call off contract following further competition via Network Services 3 Framework (CCS RM6116). Commencement date 19 May 2025, go live date expected to be 30 September 2025 with support and maintenance from this date until 29 September 2028. The option for 2 x 12-month extensions is possible at the sole discretion of the Authority, meaning the final possible contract date is 29 September 2030. The cost set out relates to the 3 year initial term only. The whole potential life cost depending on CPI for years 4 and 5 could be approx. £307,810.79 (an additional £111,284.32).