# Contact Management

> A sourced UK public sector contract award published by The Guinness Partnership Ltd.

## Key facts

- Buyer: [The Guinness Partnership Ltd](/buyers/the-guinness-partnership-ltd/contract-awards)
- Supplier: [8x8 UK Limited](/suppliers/8x8-uk/public-sector-contract-awards)
- Award value: £2,373,431
- Tender value: £1,260,000
- Award date: 21 December 2022
- Published: 8 March 2023
- Contract start: 19 January 2023
- Contract end: 18 January 2028
- Stage: awarded
- Procurement category: services
- Notice ID: 2731712c-2d89-4669-ad71-5661ec02bd6a-622276
- OCID: ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90

## Description

Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service\. Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects: • Omni channel capabilities • Multiple, segmented Contact Centre capabilities • Call and Queue Management • Agent and Customer journey and experience • Call Quality & Monitoring tools • Customer Identification and Verification features • Call Delivery, IVR, management, conferencing routing and recording • Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features • PCI process and compliance • MI Reporting • Digital signage - wallboards • Workforce Management capabilities • Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI • Cloud Hosting • UK hosted cloud data centres are preferred The SQ documents are available on https://procontract\.due-north\.com and the project reference is DN612881

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/2731712c-2d89-4669-ad71-5661ec02bd6a-622276)