Summary
- OCID:
- ocds-kuma6s-132618
- Published by:
- Wales Millennium Centre
- Authority ID:
- AA43785
- Publication date:
- 25 January 2024
- Deadline date:
- -
- Notice type:
- Contract Award Notice
- Has documents:
- No
- Has SPD:
- No
- Has Carbon Reduction Plan:
- No
Abstract
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.
Full notice text
CONTRACT AWARD NOTICE – NATIONAL
|
| SUPPLIES |
1 Authority Details
|
1.1
|
Authority Name and Address
|
|
Wales Millennium Centre |
Bute Place, Cardiff Bay, |
Cardiff |
CF10 5AL |
UK |
Helen John |
+44 7764326124 |
|
|
| https://www.wmc.org.uk |
|
2 Contract Details
|
2.1
|
Title
VOIP Omnichannel Telecommunications System
|
2.2
|
Description of the contract
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.
|
2.3
|
Notice Coding and Classification
|
|
|
|
|
32412100 |
|
Telecommunications network |
|
32429000 |
|
Telephone network equipment |
|
32522000 |
|
Telecommunications equipment |
|
32523000 |
|
Telecommunications facilities |
|
32524000 |
|
Telecommunications system |
|
|
|
|
|
1000 |
|
WALES |
|
1010 |
|
West Wales and The Valleys |
|
1011 |
|
Isle of Anglesey |
|
1012 |
|
Gwynedd |
|
1013 |
|
Conwy and Denbighshire |
|
1014 |
|
South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion) |
|
1015 |
|
Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf) |
|
1016 |
|
Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly) |
|
1017 |
|
Bridgend and Neath Port Talbot |
|
1018 |
|
Swansea |
|
1020 |
|
East Wales |
|
1021 |
|
Monmouthshire and Newport |
|
1022 |
|
Cardiff and Vale of Glamorgan |
|
1023 |
|
Flintshire and Wrexham |
|
1024 |
|
Powys |
|
2.4
|
Estimated Total Value |
3 Procedure
|
3.1
|
Type of ProcedureSingle stage |
4 Award of Contract
|
4.1
|
Successful Bidders
|
4.1.1
|
Name and Address of successful supplier, contractor or service provider
Blackstar Solutions |
Falcon Drive, |
Cardiff |
CF104RU |
UK |
|
|
|
|
| https://www.blackstarsolutions.co.uk |
|
5 Other Information
|
5.1
|
Reference number attributed to the notice by the contracting authority
N/a
|
5.2
|
Date of Contract Award 15-09-2023 |
5.3
|
Number of tenders received
7
|
5.4
|
Other Information
(WA Ref:138367)
|
5.5
|
Additional DocumentationN/a |
5.6
|
Publication date of this notice: 25-01-2024 |
Coding
Commodity categories
| ID |
Title
|
Parent category
|
| 32522000 |
Telecommunications equipment |
Telecommunications cable and equipment |
| 32523000 |
Telecommunications facilities |
Telecommunications cable and equipment |
| 32412100 |
Telecommunications network |
Communications network |
| 32524000 |
Telecommunications system |
Telecommunications cable and equipment |
| 32429000 |
Telephone network equipment |
Network equipment |
Delivery locations
| ID |
Description
|
| 1017 |
Bridgend and Neath Port Talbot |
| 1022 |
Cardiff and Vale of Glamorgan |
| 1015 |
Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf) |
| 1013 |
Conwy and Denbighshire |
| 1020 |
East Wales |
| 1023 |
Flintshire and Wrexham |
| 1016 |
Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly) |
| 1012 |
Gwynedd |
| 1011 |
Isle of Anglesey |
| 1021 |
Monmouthshire and Newport |
| 1024 |
Powys |
| 1014 |
South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion) |
| 1018 |
Swansea |
| 1000 |
WALES |
| 1010 |
West Wales and The Valleys |
Alert region restrictions
The buyer has restricted the alert for this notice to suppliers based in the following regions.
| ID |
Description
|
|
There are no alert restrictions for this notice.
|
Document family
|
Notice details
|
- Publication date:
- 06 July 2023
- Deadline date:
- 28 July 2023 00:00
- Notice type:
- Contract Notice
- Authority name:
- Wales Millennium Centre
|
- Publication date:
- 25 January 2024
- Notice type:
- Contract Award Notice
- Authority name:
- Wales Millennium Centre
|
About the buyer
- Main contact:
- N/a
- Admin contact:
- N/a
- Technical contact:
- N/a
- Other contact:
- N/a
Further information
|
Date
|
Details
|
|
No further information has been uploaded.
|