008695 - Customer Contact Centre through digital and omni-channel
A Market Engagement Exercise was carried out as our current telephony platform does not meet our current or future needs and is driving costly support arrangements. Calls dropping audio problems and the inability to transfer some calls. The Market Engagement reviewed other available products and one solution fitted NCC needs for now and the future. A direct award to AWS was granted via the Yorkshire Procurement Organisation (YPO) Framework 1126 - Cloud Services, AI, Data Centre Management and Transformation Solutio...
Buyer
Newcastle City Council
Value
Not provided
Published
29 Apr 2025
Closes
29 Apr 2025
Procurement details
Source
Find a Tender
Region
Tyneside
Procurement method
Limited
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
98000000
Other community, social and personal services
48500000
Communication and multimedia software package
Lots
Lot 1 008695 - Customer Contact Centre through digital and omni-channel
Value not provided
To update the current telephony System with a Digital and cloud based solution throughout NCC locations. There have been 49 incidents being logged with ICT in the last 6 months. These have been for a range of issues from calls dropping, audio problems and inability to transfer calls. This is not sustainable. A cloud telephony solution offering a range of ser...
Delivery: Northumberland and Tyne and Wear
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