Contact Centre Software Solution

Concepts

• bournemouth
• communication and multimedia
• bcp council
• premises contact centre platform
• software package
• centre software solution
• end-state contact centre functionality
• contact centre solution
• software consultancy
• contact centre

Location

Bournemouth

Description

BCP Council are actively progressing on a unified Cloud Voice journey, with Microsoft Teams recently selected as the modern platform of choice. The migration of voice/telephony services to Teams Cloud Voice is soon to be completed by the BCP Council’s Unified Comms (UC) Team, with a focus to date on delivering core business functionality to its connected workforce. A concluding part of BCP’s UC transformation is a migration away from the existing on-premises Contact Centre platform, with Anywhere365’s ‘Dialogue Cloud’. The migration has been requested to take place across two phases, delivering end-state contact centre functionality for 200 BCP Council ‘Agents’. The urgency of this requirement has been expedited as a result of the ongoing COVID-19 pandemic.

Total Quantity or Scope

The Council has awarded a contract for a Contact Centre Solution for BCP Council's Customer Services Unit. The contract starts on 27 December 2020 and ends on 26 December 2023 with the option to extend annually for a further two years. Therefore, if all extensions were taken the full length of the contract would be for five years.

Award Detail

Renewal Options

The contract starts on 27 December 2020 and ends on 26 December 2023 with the option to extend annually for a further two years. Therefore, if all extensions were taken the full length of the contract would be for five years.

Award Criteria

CPV Codes

• 48500000 - Communication and multimedia software package
• 48600000 - Database and operating software package
• 48200000 - Networking, Internet and intranet software package
• 72220000 - Systems and technical consultancy services
• 72266000 - Software consultancy services

Indicators

• Options are available.
• Award on basis of price and quality.

Legal Justification

The contract has been awarded without prior publication in accordance with paragraph (2)(c) of Regulation 32 - for reasons of extreme urgency brought about by events unforeseeable by the contracting authority, the time limits for the open or restricted procedures or competitive procedures with negotiation cannot be complied with. The urgency of this requirement has been expedited as a result of the ongoing COVID-19 pandemic. There is an urgency to respond to the impact of COVID-19 by ensuring that there is no loss of existing service provision at the Council that could have public health risks if this service provision is not available. COVID-19 was unforeseeable and the consequences of the urgent need to the change of delivering service provision could not have been predicted. There is insufficient time to run an accelerated procurement under the open or restricted procedures or competitive procedure with negotiation.

Other Information

The supplier will supply the up-front transaction of the 3-year Anywhere365 platform costs, as well as providing technical consultancy to ensure end-end activities are fully documented. The supplier will also provide initial triage and escalation support to BCP. The Supplier will also provide the Council with first line triage support (with escalation to Anywhere365 as appropriate) with an option to bolt-on our Technical Design Authority Service.