Provision of Telephony and Contact Centre Services

Tender description

The Contracting Authority wishes to receive responses to the Selection Questionnaire from suitably qualified and experienced Telephony and Contact Centre providers with the necessary capacity and capability (or a demonstrable ability to provide the necessary capacity and capability within the requisite timescale, which is notified to Potential Bidders in the Selection Questionnaire) to provide the range of Services as set out in Appendix A - High-level Requirements.docx, in a safe and effective manner. Lot 1: The Contracting Authority has a requirement to replace the current Telephony and Contact Centre and the scope of Services for the Procurement has been developed by the Contracting Authority and can be found in Appendix A - High-level Requirements. A Competitive Dialogue procedure will be followed for this procurement and will be conducted through the following stages: Selection Questionnaire (SQ) Stage Invitation to Participate in Dialogues (ITPD) Stage Final Submission Citizens Advice are using the Competitive Dialogue procedure because the type of solution required for the Telephony and Contact Centre services are envisaged as bespoke. Therefore, a number of elements of the service design will need to be discussed with short-listed bidders, hence the use of this procedure. The key objectives of the service are to provide platforms for advising the public that are: Interoperable: they will be capable of connecting to our other platforms, such as our CRM solution. Flexible: we’ll be able to change them to meet the changing needs of our clients and services Scalable: able to grow with us as an organisation Reliable: providing the consistency we need to deliver a great service Accessible: all of our users (staff and clients) will be able to use them Affordable: they’ll deliver great value for money Note that Omnichannel services such as Webchat, SMS, WhatsApp and Video may be invoked during the life of this contract, so the platform must be capable of integrating with these channels, specifically Email. Additional information: To respond to this opportunity please click here https://www.mytenders.co.uk/