CONTRACT NOTICE – NATIONAL

1 Authority Details

1.1

Authority Name and Address

1.2

Address from which documentation may be obtained

1.3

Completed documents must be returned to:

2 Contract Details

2.1

Title

VOIP Omnichannel Telecommunications System

2.2

Description of the goods or services required

Wales Millennium Centre is going through an exciting digital transformation with changes planned that will improve the way the Centre operates and the services it provides.

We are looking to implement a new omnichannel telecommunication system that should cover VOIP phone calls, email, webchat, and social media channels as a minimum. This should all be viewable in a single pane of glass for contact centre staff and there should be a strong BI/analytics dashboarding capability available to the supervisors and reporting capability for senior management. Standard back-office users of the system should be able to benefit from the usual phone features but also the ability to work in an agile manner and not be tied to their desk phone.

The system must be cloud based (we currently run 9 Virtual Servers to handle our current legacy on-premise phone system) and must be a true omnichannel solution that can address the inefficiencies the contact centre in particular experience by trying to manage multiple disparate solutions.

The intention is to engage with a strategic partner for an initial period of 3 years.

NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=132618.

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx.

Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

£25,000.00 - £35,000.00 per annum (ex VAT) over 3 years

3 Conditions for Participation

3.1

Minimum standards and qualification required

Must complete the required documentation.

You only need to supply the completed documentation in your preferred language (English or Welsh).

4 Administrative Information

4.1

Type of Procedure

Single stage

4.2

Reference number attributed to the notice by the contracting authority

N/a

4.3

Time Limits

4.5

Language or languages in which tenders or requests to participate can be drawn up

4.6

Tender Submission Postbox

5 Other Information

5.1

Additional Information

Supporting documents available from rhys.davies@wmc.org.uk

(WA Ref:132618)

The buyer considers that this contract is suitable for consortia bidding.

5.2

Additional Documentation

5.3

Publication date of this notice