Contact Centre & Telephony Market Engagement

Concepts

• newcastle upon tyne
• telecommunications services
• nhs business service authority
• contact centre services
• telephony market engagement
• contact centre
• supply of contact centre
• traditional telephony services
• tender market engagement exercise
• telephony solutions

Location

Description

The purpose of this Prior Information Notice (PIN) is to alert potential suppliers to an opportunity in relation to supply of contact centre and telephony solutions. This is a pre-tender market engagement exercise. NHS Business Service Authority has a contract to cover all corporate telephony. This is due to expire over the next 18 months. It covers the following services; -Contact Centre Services, -Access to a new service and capability, which enables the Back Office services to make phone calls via Microsoft Teams. -Traditional Telephony services, Non Geographic (0300) Numbers -Unified Communications -Mobile Voice and Data

CPV Codes

• 64200000 - Telecommunications services

Other Information

We will use this exercise to engage with the telephony supplier market and have included suppliers from the Crown Commercial Framework RM3808 Network Services 2. Suppliers are to be invited to attend a webinar. The webinar will provide details of our organisation and will supply more information about this tender opportunity. The date of the webinar is Wednesday 11 May at 1400. This will be followed by a Request for Information (RFI) process. Suppliers must register an interest to participate in the webinar and the RFI. The webinar and the feedback from the RFI will allow you, as a supplier, the opportunity to provide an "art of the possible" concept for our corporate requirement.  The Authority would like to understand all current, emerging and potentially futureproof contact centre technologies and anticipate this will help to enhance our corporate capability. The RFI will include a number of questions that suppliers who have expressed an interest can submit feedback and responses to these questions. All expressions of interest to attend the webinar must be submitted by Tuesday 10 May at 12 noon. This invitation to the webinar and the RFI will be arranged using the Health e-portal. Atamis and all interested suppliers should ensure they are registered by using this link: https://health-family.force.com/s/Welcome. To access the documentation suppliers must search opportunities using system reference C72500 Contact Centre & Telephony Market Engagement. The current revenue budget is an estimated £1.7m annually. This is based on the existing Authority's technologies and cost model. However, as this is a new opportunity to the market, the Authority has an expectation to transform these services. With the transformation of the existing services, there is an expectation that efficiencies will be produced. The length of the contract is still to be decided and will be influenced by the results from the soft market engagement. This engagement exercise is mainly for information gathering, it does not guarantee any future work and all future business will be subject to procurement regulations. The market engagement processes described above does not form part of the formal procurement process. Participation in this event is voluntary, however the Authority wishes to encourage