Contact Centre Software (Microsoft 365 Platform)

Concepts

• software package
• microsoft
• hemel hempstead
• provision of contact centre software
• contact centre software
• platform
• thrive's strategic framework
• strategic objectives
• information systems
• good place

Location

Bedfordshire and Hertfordshire:

Description

The provision of contact centre software within a Microsoft 365 platform

Total Quantity or Scope

Thrive wants to embark on a business transformation programme which will improve front and back end services for both customers and colleagues. The way in which the social housing sector makes use of IT is undergoing a radical change, often utilising cloud-based technologies that allow information to flow seamlessly throughout an organisation, ideally suited to an agile and mobile operating environment. Thrive's Strategic Framework includes strategic objectives for customers, staff, and technology. The strategic objectives of "a good place to work" wants to see more people work remotely and recognise that a "one size fits all" model doesn't meet the expectations of different generations. In respect of the technology the strategic objectives are to develop the role of technology to improve operational efficiency and effectiveness for both customers and staff. To meet these strategic objectives, it is clear that the number of different applications and it uses, as this complexity is hindering achievement of its strategic objectives, which is concentrated around growth, financial resilience, enhanced working environment and a fair deal for customers. In March 2021 Thrive's board agreed a business case to deploy the Microsoft 365 technology stack over a three-year programme in the form of an Enterprise Resource Planning tool replacing legacy systems. Procurement is underway for all solutions. It is anticipated that this contract will mobilise January 2022 with Go Live by April 2022.

Renewal Options

The contract will be for an initial term of 48 months with two optional 12 month extension periods

CPV Codes

• 48000000 - Software package and information systems

Indicators

• This is a one-off contract (no recurrence)
• Options are available.
• Renewals are not available.

Other Information

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