Microsoft Dynamics 365 Contact Centre - Implementation and Support

Tender description

Pre-market engagement Careers Wales have assessed a number of contact centres, included demos, and made the decision to select a Microsoft Dynamics Contact Centre. Careers Wales have engaged Microsoft throughout this process to provide product demos. Work done so far Careers Wales have completed initial discovery to build a customer specification and technical requirements. Careers Wales have completed a discovery process to select a preferred solution - Microsoft Dynamics 365 Contact Centre Which phase the project is in Not applicable Existing team An internal project team has been formed from a range of roles across the business; including delivery and technical colleagues. ICT System Engineering Team Head of ICT Business Insight Development Manager Operational Development Manager Delivery Project Manager Address where the work will be done The supplier is not required to work at a Careers Wales location. It is expected that this work will involve remote collaboration through Microsoft Teams. The solution must be hosted within the Careers Wales tenancy; Microsoft Entra Azure. Working arrangements The supplier is not required to work at a Careers Wales location. It is expected that this work will involve collaboration through Microsoft Teams. Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Provide more information about your security requirements: The supplier should be a Microsoft Gold Partner and hold a Cyber Essentials Plus IAMSE L2 / ISO27001 accreditation or equivalent. Latest start date 2025-11-10 Enter the expected contract length: 2 years Extension period: 1 year Special terms and conditions NA Are you prepared to show your budget details?: No Provide further information: Product licensing is not part of this contract, this is purely implementation and support. Confirm if you require a contracted out service or supply of resource Contracted out service: the off-payroll rules do not apply Summary of work Careers Wales is seeking to work with a Microsoft Gold Partner to implement and support a Microsoft Dynamics 365 Contact Centre. For further detail, please read the attached document: Contact Centre Specification for procurement. The implementation deadline for completion is February 2026 Where the supplied staff will work No specific location (for example they can work remotely) Who is the organisation using the products or services Careers Wales Why the work is being done Careers Wales recognises the importance of efficient and responsive customer service, and is committed to providing a range of communication channels and resources to support this goal. The existing contact centre solution uses MS Teams direct routing for voice, and integrates with the MS Dynamics Customer Services CRM. However, text, email and webchat interactions are largely handled outside of the platform through separate channels. Careers Wales is therefore seeking to work with a Microsoft Gold Partner to implement and support a Microsoft Dynamics 365 Contact Centre leveraging true omnichannel communication and AI. The implementation should be complete by February 2026 The business problem you need to solve Implementation of a Microsoft Dynamics 365 Contact Centre by Feb 2026 to improve communication channels through a single solution. Careers Wales operate a Microsoft Dynamics CRM (Customer Service Enterprise) Careers Wales own 700 direct dial numbers and operate a 0800 free phone number. Careers Wales currently have 40 contact centre agents (15 FTE), including 2 supervisors and 2 system administrators. The existing contact centre averages 2,500 inbound calls per month approx. 10,500 Minutes. The existing contact centre averages 500 outbound calls per month approx. 2,000 minutes. Product licensing is not part of this contract, this is purely implementation and support. First user type: Customer Questions and Clarifications 1. Access to Q&A Clarification Questions A number of suppliers have contacted us to state that they are unable to access the Q&A questions. This appears to be a bug on the CCS side, and opening the url in a private browsing sessions does in some cases work. We recommend contacting the CCS customer services team who are available Monday to Friday, 9am to 5pm. Email: info@crowncommercial.gov.uk Telephone: 0345 410 2222 In the meantime, you may also raise a clarification question including your email address and Careers Wales will send an export of the submitted questions to date. Last Updated: 14 August 2025, 09:53 2. Can the Authority confirm the budget has been correctly stipulated in the provided documentation as £200,000 for implementation and First Year’s support. Or whether this is an error? This information is listed in ContactCentreSpecificationforprocurement-English.docx The attachment 1 – Statement of Requirements; however states there is no specified budget. Can you please advise which is correct. Our budgets are agreed annually by Welsh Government. For the 2025/2026, a maximum value of £200,000 for implementation and 1 year support (also include an option to increase support for an additional 1+1 year and inclusive of fixed percentage increase) has been allocated. Ongoing support costs will be from future budgets that as not currently agreed. Within the statement of requirements area we opted to not include indicative budget, a indicative maximum budget would therefore be £200K. Product licensing is not part of this contract, they are budgeted for separately. This proposal is purely implementation and support. Last Updated: 14 August 2025, 09:48 3. 1. Can you please confirm if the current budget that has been provided includes Professional Service and Recurring Revenue? There may be additional costs incurred by Careers Wales in the delivery in the service (e.g. Licensing costs)" "Are your existing M365 Licenses to be considered as part of the bid, or are they expected to remain with the existing provider?" 2. Can you advise who your CSP is and if there is any opportunity to change this?" 3. In the ITT- Careers Wales have completed initial discovery to build a customer specification and technical requirements? Can you confirm who carried out this discovery and if they are an incumbent supplier? 4. In the working arrangements section it mentions "The supplier should be a Microsoft Gold Partner". This accrediation is no longer used by Microsoft to classify its partners, can you you advise what Microsoft Solutions Partner designation you require ? 5. In the nice to have skills you have weighted 100% "Provide evidence of implementing a bilingual Microsoft Dynamics 365 Contact Centre." Can you outline the rationale here as the technology is relatively new and is able to leverage natural language services from within Azure. 6. Can you advise who and when the discovery was carried out, is this organisaton an incumbent supplier? 1. In this years budget we have costed only the implementation costs. Ongoing support costs were not included in our estimated costs for implementation. Licensing is not to be considered part of the bid, we will be remaining with our existing supplier for licenses. 2. We are currently under contact with Softcat 3. Discovery work has been an internal project (ICT Team and Contact Centre delivery teams) to build the specification and technical requirements. 4. Either Gold Partner, or a Microsoft Solutions Partner for Business Applications, which includes expertise in areas like Dynamics 365 and the Power Platform, and can encompass solutions for Contact Centers. 5. As an all Wales bilingual Careers Service, we are legally obligated to not disadvantage Welsh speaking customers in the delivery of our service. 6. Discovery work began in February 2025 as an internal project with Microsoft supporting through product demonstration, and a self-assessment capacity tool provided by Microsoft Partner TTEC Digital. Last Updated: 11 August 2025, 16:17 4. Mandatory Skills and experience requirement says 2 examples (case studies) for Dynamics Contact Center implementation to be provided with evidence. Can we also include examples of non-Dynamics Contact Center experience in combination with Dynamics Omnichannel experience? The case study / testimonies must evidence implementations of Microsoft Dynamics 365 Contact Centre. Last Updated: 11 August 2025, 14:58 5. The existing contact center solution uses MS Teams direct routing for voice. For telephony integration, does customer want to continue with "MS Teams direct routing for voice" or open for third-party contact center platforms (e.g. Five9, Genesys) ? It is our intention that the service will use Azure Communication Services rather than third-party integrations. Direct Routing will be retained for MS Team calling for employees to make/receive calls through their direct dial numbers. This element is not part of the procurement. Last Updated: 11 August 2025, 14:56 6. Additional document "ocds-pfhb7i-67920-ContactCentreSpecificationforprocurement-English.docx" is referenced in RFP Can we please get access to this document, as it is expected to have a clear specification of requirements? The referenced document should be included in the bundle pack in both English and Welsh. Last Updated: 11 August 2025, 14:48 7. Security Clearance requirement says "The supplier should be a Microsoft Gold Partner.”. Microsoft's "Gold Partner" designation was retired around three years ago and replaced by the "Solution Partner" designation. Is it mandatory to have the new "Solution Partner" designation in the Business App area, or is any other area fine? Either Gold Partner, or a Microsoft Solutions Partner for Business Applications, which includes expertise in areas like Dynamics 365 and the Power Platform, and can encompass solutions for Contact Centers. Last Updated: 11 August 2025, 14:45