Cadent Gas Customer Contact Centre Tender

2. II.11.2.4

Cadent Gas is seeking to engage with suppliers to buy a modern, cloud-based solution for its emergency customer contact center infrastructure, including the network connectivity and the associated telephony applications. Once in place, this service will replace Cadent's existing "on premise" contact center solution. It is critical that the solution is both stable and highly resilient, and that bidders provide comprehensive implementation, cutover and ongoing service support, including consideration of future innovation through the life of the contract. The emergency contact center is provided as a service to a number of the Gas Distribution Networks (GDNs) and Independent Gas Transporters (IGTs), who each part-fund the service. The service provided is regulated by Ofgem with regard to end-to-end customer service and emergency performance. The PQQ will be run using the Achilles platform and suppliers need to be registered under the below codes in order to receive the invite. Achilles codes: 13.4.57-Telecommunication services 14.3.54-Telecommunications/telemetry consultancy services 10.3.77-Call centre services; UVDB codes: 1.5.8.2 Call Centre 2.1.14 Call Centre Services