Telephony

Concepts

• call centre
• our future telephony services
• telephony
• telephone switchboards
• ip telephone
• real time wallboards
• real time
• service management
• call routing
• recording storage

Location

London

Description

Ofcom is running a market engagement exercise to discuss the Contact Centre Solutions. Ofcom is looking to engage with experienced Contact Centre Providers to help feed into the planning of procurement and contract for our future telephony services. Ofcom will procure a telephony solution that is resilient, secure, has call recording, call recording storage, retrieval, call routing, transcription capability, supervisor functionality including real time and historical reporting, real time wallboards and dashboards. Through this market engagement Ofcom is seeking to understand. • The different solutions available. • Developments in the marketplace since we last went out to tender. • How best to use AI technology in the delivery of our service. • Best practice in service management in this sector. • The impact of separating SIP trunking and contact centre elements of the contract. • Implementation and transition, integration timelines. • An understanding of cost models and implementation costs. For further information please contact us as per the instructions in this document.

Total Quantity or Scope

Contact Centre Solution

CPV Codes

• 79512000 - Call centre
• 32543000 - Telephone switchboards
• 64215000 - IP telephone services

Indicators

Other Information

Telephony Contact Centre Solution Market Engagement Ofcom may run a procurement exercise for Telephony Contact Centre Solution, to be awarded to a single provider. The purpose of this Prior Information Notice is to inform interested service providers about Ofcom’s plans and its requirements (see Market Engagement document for further information). The procurement will be undertaken in line with either the the Open or Restricted Procedure as set out in the Public Contracts Directive (and as implemented in the UK by the Public Contracts Regulations). When Ofcom is ready to tender a Contract Notice in the Find a Tender Service and seeks completed ITT / prequalification questionnaires to be submitted. This is a new opportunity and there is not set start date for this contract. This market engagement exercise will support Ofcom to build the business case, requirements and timeline for this project. Interested parties should express their interest via the Ofcom eTendering portal, hosted by BravoSolution at the following link: www.ofcom.bravosolution.co.uk The deadline for submission is 12 noon Friday 12 April 2024