# TS17003 - Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services

> A sourced UK public sector contract award published by DERBYSHIRE COUNTY COUNCIL.

## Key facts

- Buyer: [DERBYSHIRE COUNTY COUNCIL](/buyers/derbyshire-county-council/contract-awards)
- Supplier: [NETCALL TELECOM LIMITED](/suppliers/netcall-telecom/public-sector-contract-awards)
- Award value: £650,000
- Tender value: £650,000
- Award date: 27 September 2017
- Published: 25 January 2018
- Contract start: 8 December 2017
- Contract end: 7 December 2022
- Stage: awarded
- Notice ID: 0f0f5dcb-4bac-4bdd-a192-6e7e753462bd-192980
- OCID: ocds-b5fd17-238131a3-0b0b-4288-8dd1-21c046d35ed4

## Description

The Council requires an internally hosted contact centre telephony and multi-channel solution that enables its contact centre to manage and respond to incoming and outgoing telephone calls and all customer interaction s regardless of channel\. Associated services include training, implementation, support and maintenance and ad hoc consultancy\. A web chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means \(e\.g\. Phone calls and e-mail, social media, text message\)\. The Solution needs to be agile, adaptable and easily configurable by non-IT staff\. It needs to provide multi-channel visibility and allow Contact Centre business administrators and supervisors to quickly implement operational changes\. The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls, which are handled by Call Derbyshire 24/7/365\. The Solution must be scalable, so it can be deployed to other areas of the Council if required and be responsive to changes in demand and functionality The Council takes calls on behalf of other local authorities and\. Government bodies who will not have access to the Solution themselves\.

## Related contract awards

- [Supply of a SMS/Textmail System](/contracts/ocds-b5fd17-39791918-fe64-4529-9172-ca373f852eb3) — DERBYSHIRE COUNTY COUNCIL
- [Externally Hosted Media and Stakeholder Management Solution](/contracts/ocds-b5fd17-c6e2e692-380a-47d8-9282-63911db536ae) — DERBYSHIRE COUNTY COUNCIL
- [Network Consultancy](/contracts/ocds-b5fd17-f346eb55-4ae3-45a2-84c9-1edbc88d20eb) — DERBYSHIRE COUNTY COUNCIL
- [Provision of a Software Application and Platform to enable Mental Health Professionals to locate and contact Medical Practitioners](/contracts/ocds-b5fd17-6d7ec455-98f5-4081-b41b-207a65ae8968) — DERBYSHIRE COUNTY COUNCIL
- [MAINT6403- RFL /NMUH SolutionCare Services and Support Renewal Framework Ref: SBS10175](/contracts/ocds-b5fd17-04b672b6-c875-4bed-bcc9-c56dcfc4fd78) — Partners Procurement Service
- [Automated inbound telephony system](/contracts/ocds-b5fd17-6d453def-72e0-40ed-9117-aa74fde45536) — YORK TEACHING HOSPITAL NHS FOUNDATION TRUST

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/0f0f5dcb-4bac-4bdd-a192-6e7e753462bd-192980)