008695 - Customer Contact Centre through digital and omni-channel
Buyer: Newcastle City Council
- Published
- 29 April 2025
- Place of performance
- UKC2
- Procedure
- Direct award
- Lots
- 1
- Notice number
- 017533-2025
- Reference
- ocds-h6vhtk-0508ef
- Official source
- Official source
CPV codes
- 48500000Communication and multimedia software package
Description
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 Solutions, Lot 1 - Cloud Hosting Services. This solution is fully compliant with procurement regulations (PCR 2015) and offers a compliant route to market. We reviewed YPO 1126 framework and AWS provided the most competitive solution.
Awards
| Awarded to | Amount | Date |
|---|---|---|
| Amazon Web Services EMEA SARL | — | — |
Official publications
- FTS · 017533-2025 · 29 April 2025
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- Who is the buyer of this tender?
- The contracting authority is Newcastle City Council (United Kingdom).
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