Contact Centre as a Service (CCaaS)
- Published
- 13 October 2025
- Estimated value
- £600,000
- Place of performance
- UK
- Lots
- 1
- Notice number
- 064627-2025
- Reference
- ocds-h6vhtk-05adfc
- Official source
- Official source
CPV codes
- 32400000Networks
- 32500000Telecommunications equipment and supplies
- 48200000Networking, Internet and intranet software package
- 48500000Communication and multimedia software package
- 48800000Information systems and servers
- 48900000Miscellaneous software package and computer systems
- 72000000IT services: consulting, software development, Internet and support
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…
Official publications
- FTS · 064627-2025 · 13 October 2025
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Frequently asked questions
- What is the estimated value of this tender?
- The estimated value published by the buyer is £600,000.
- Who is the buyer of this tender?
- The contracting authority is The Chief Constable of Thames Valley Police (United Kingdom).
- How can I bid for public tenders in the United Kingdom?
- Bids are submitted through the official public procurement portal in the United Kingdom. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.
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