# TS15033 Supply of an Internally Hosted Multi-Channel Contact Centre Solution with Associated Services

> Tender notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [DERBYSHIRE COUNTY COUNCIL](/buyers/derbyshire-county-council/contract-awards)
- Tender value: £520,000
- Published: 18 November 2016
- Planned start: 7 July 2017
- Planned end: 26 October 2022
- Stage: open_tender
- Procurement category: goods
- Notice ID: 3e93fe23-1cb6-4efa-8993-d4f007a30e17-113988
- OCID: ocds-b5fd17-5fc36485-adca-11e6-9901-0019b9f3037b

## Description

The Council requires an Internally Hosted Multi-Channel Contact Centre Solution that enables its contact centre to manage and respond to all customer Interactions regardless of Channel\. The Solution should be implemented and live \(Go-Live\) by 27th October 2017 at the latest\. Associated services include training, implementation, support and maintenance and ad hoc consultancy\. A Web Chat module is required to facilitate the increasing number of enquiries and referrals made by other means \(e-mail, Social Media, text message\)\. The Solution needs to be agile, adaptable and easily configurable by non-IT trained 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 Council will takes calls on behalf of other local authorities and Government bodies who will not themselves have access to the Solution\. This tender is being advertised in OJEU and a contract notice was submitted on 25th October 2016\. Additional information: The contract period will be 5 years from Go-Live, with option to extend on an annual basis for up to 3 further years, to take the contract term up to a maximum of 8 years\. HOW TO APPLY - Tenderers must apply via the e-tendering system and NOT directly to the buyer\.

## Related contract awards

- [PLACE1246ET Heartwood Community Forest - Tree Planting, Maintenance and Fencing](/contracts/ocds-b5fd17-dc744c2c-6537-4e4a-a623-3a6134bb2d9f): Derbyshire County Council
- [PTS274A Home to School Transport](/contracts/ocds-b5fd17-a54a10d7-44a2-4429-8ec7-4833600c0bcf): Derbyshire County Council
- [Hire of front loading JCB 411 with HiTip Bucket with Winter Spec](/contracts/ocds-b5fd17-653bcf57-9e27-46e6-be1f-94803fd1613f): Derbyshire County Council

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/3e93fe23-1cb6-4efa-8993-d4f007a30e17-113988)