Tender Details

Country: United Kingdom
Summary: Contact Centre as a Service (Ccaas)
GBT Ref No: 128048569
Deadline: 31 Oct 2025
Financier: Self Financed
Purchaser Ownership: Government
Tender Value: Refer Document
Notice Type: Tender
Document Ref. No.: TVP001016 - Contact Centre as a Service (CCaaS)
Purchaser's Detail:
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Description:
Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces. The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives: • Increased self-service options for the public • Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact • Reduced handle time for voice and digital • Improved information capture and data quality The requirements for the supply of this system will cover the following; • Inbound Voice Routing (IVR) • Automatic Call Distribution (ACD) • Digital Interaction Routing (DIR) • Workforce Engagement Monitoring (WEM) • Pre-Packaged Applications • Applications & Native Communications Connectivity • Outbound Voice Calling • Customer Self-Service Automation • Data Retention, Review & Disposal (RRD) • Artificial Intelligence (AI) • Large Language Model (LLM) Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.
CPV classifications: 3240000...
Documents:

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Contact Centre as a Service (Ccaas) - Greatbritain Tender

The THE CHIEF CONSTABLE OF THAMES VALLEY POLICE, a Government sector organization in United Kingdom, has announced a new tender for Contact Centre as a Service (Ccaas). This tender is published on GreatbritainTenders under GBT Ref No: 128048569 and is categorized as a Tender. Interested and eligible suppliers are invited to participate by reviewing the tender documents and submitting their bids before the deadline on 2025-10-31.

The estimated tender value is Refer Document, and full details, including technical specifications and submission requirements, are provided in the official tender documents. Ensure all submissions meet the criteria outlined to be considered for evaluation.