24/015 Customer Contact Solution

2024-12-18

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Published date: 18 December 2024

Open opportunity - This means that the contract is currently active, and the buying department is looking for potential suppliers to fulfil the contract.

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Contract summary

Industry

Software package and information systems - 48000000

Location of contract

B79 7BZ

Value of contract

£0

Procurement reference

IT-38-714-24/015

Published date

18 December 2024

Closing date

24 January 2025

Closing time

2pm

Contract start date

3 March 2025

Contract end date

2 March 2028

Contract type

Supply contract

Procedure type

Open procedure (above threshold)

What is an open procedure (above threshold)?

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Description

Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions.

More information

Links: https://in-tendhost.co.uk/tamworthbc/aspx/

Additional information on how to apply for this contract
Additional text: The invitation to tender documents may be viewed or downloaded free of charge from the in-tend e-procurement portal. Tenderers are reminded that the submission date for tenders on the portal is 2pm on Friday 24 January 2025.

Is a Recurrent Procurement Type? : No