Preliminary Market Engagement -Omni Channel Contact Centre/ACD, CRM, Web CMS and Telephony

Description

Leicester City Council ("the Council") are commencing a formal process to obtain market intelligence on offerings in the market on both commercial off the shelf solutions as well as any build offerings in open source platforms, eg MS Power platform (or alternate) in relation to options around the replacement of predominantly the Contact Centre, ACD and telephony platforms, but also where there maybe synergies between open source platforms such as ID management, web CMS and/or CRM etc. We are keen in understanding and exploring all suggestions to what services could be offered to provide; • A full Omni Channel / Contact Centre solution with a secure customer portal with MFA authentication and CRM capability or with D365 Integration capabilities to manage Customer cases. This is currently provided by a combination of Granicus and Microsoft Dynamics 365 platforms. • A Web CMS platform that supports SSO and offers feedback capability. In addition, it should be able to manage our estate of microsites hosted on different domains/URLs. • ID Management: & Linking Other Data • Consider alternatives to Microsoft Teams telephony. Before commencing a formal tender process, we are keen to…

Official publications

• 37407 - OAKLANDS SCHOOL
  Published: 22 October 2026
• 37375 - SOAR VALLEY COLLEGE
  Published: 19 October 2026
• 37396 ELLESMERE COLLEGE AYLESTONE
  Published: 16 October 2026
• 37380 - MOAT COMMUNITY COLLEGE
  Published: 9 October 2026
• 36709 - Brooke House School
  Published: 5 January 2026
• 36723 - Ellesmere College
  Published: 31 December 2025
• 36717 - Leicester Partnership School (Carrisbrooke)
  Published: 31 December 2025
• PAN3447 - Treasury Capital Strategy Manager
  Published: 9 December 2025
• 36686 Wolfdale School
  Published: 9 December 2025
• 36683 - Keyham Lodge
  Published: 9 December 2025

Previous and next from Leicester City Council

• PAN2942 - Enforcement and Debt Collection Services — 24 October 2024
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• Pre-Market Engagement for the provision of Tree Management System — 31 July 2024
• Pre-Market Engagement for the Provision of Markets Management Solution — 3 June 2024
• Pre-Market Engagement for the provision of Combined PatOps and Taxi Brokerage System — 10 May 2024
• Market Intelligence Exercise - Corporate Brand of Devices — 22 March 2024

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