# Omni-Channel Contact Centre Solution

> Tender notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [Portsmouth City Council](/buyers/portsmouth-city-council/contract-awards)
- Published: 18 February 2022
- Planned start: 4 May 2022
- Planned end: 4 May 2024
- Stage: open_tender
- Procurement category: services
- Notice ID: 3172fcc3-a548-4067-a335-9d79338966c8-511680
- OCID: ocds-b5fd17-14dbbc6a-5e0f-43cf-82f8-6c52443d96a4

## Description

Portsmouth City Council \('the council'\) is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services\. The solution must be a certified Microsoft Teams solution for contact centres\. The new omni-channel platform is required to replace current solutions for call distribution, call recording and interactive voice response \(IVR\) and to provide additional functionality to support customer service across digital channels, including email, social media and web chat, via a single omni-channel platform, to increase the use of IVR through the system to improve the customer journey and to connect online and offline customer service to support channel shift, and to enable enhanced reporting, and automated customer feedback\. Additional information: Portsmouth City Council is currently in the process of seeking expressions of interest for the following project - Omni-Channel Contact Centre Solution The full details and ability to express an interest will be via our e-sourcing system Intend\. This filepath will take you to the relevant area of Intend, https://in-tendhost\.co\.uk/portsmouthcc/aspx/Tenders/Current Once on the page you can either scroll down or use the search function to find the relevant project\. Should you have any problems with the above link, please contact us on 023 9268 8235 or email: procurement@portsmouthcc\.gov\.uk Is a Recurrent Procurement Type? : No

## Related contract awards

- [Navigation Pile B2 Maintenance Works 2025 - AWARD](/contracts/ocds-b5fd17-3dbe1d0c-84d0-4c83-9c90-74fa22dded83): Portsmouth City Council
- [Camber Maintenance Works 2025 - AWARD](/contracts/ocds-b5fd17-340fdc14-aeac-44c3-bcee-8e3668a45a38): Portsmouth City Council
- [Ladywood House - Fire Remediation Works - AWARD](/contracts/ocds-b5fd17-70ed695a-a83f-4ac7-ad4b-addfde2553fe): Portsmouth City Council

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/3172fcc3-a548-4067-a335-9d79338966c8-511680)