Section one: Contracting authority
one.1) Name and addresses
The Guinness Partnership Ltd
Bower House, 1 Stable Street
Oldham
OL9 7LH
Contact
Procurement
Telephone
+44 3031231890
Country
United Kingdom
NUTS code
UKD - North West (England)
Internet address(es)
Main address
http://www.guinnesspartnership.com/
Buyer's address
http://www.guinnesspartnership.com/
one.3) Communication
Additional information can be obtained from the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of a Contact Centre as a Service
Reference number
DN593683
two.1.2) Main CPV code
- 64200000 - Telecommunications services
two.1.3) Type of contract
Services
two.1.4) Short description
Guinness is looking to replace its current Customer Contact Centre capabilities and contract with a partner to provide a Managed Service.
As a precursor to commencing a procurement process we are issuing this Prior Information
Notice (PIN) as a soft market testing exercise to enable Guinness to gain a better understanding of the providers in the market and their technical capabilities. We are looking for organisations to provide us with an outline of their offering with reference to our requirements in the market engagement brief. It is not mandatory to respond and equally, information submitted will not be evaluated or count towards the future tender process.
Responses to the market engagement exercise should be submitted via the address stated
in I.3 of this notice by 4pm on Tuesday 22nd February.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 32500000 - Telecommunications equipment and supplies
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKD - North West (England)
- UKE - Yorkshire and the Humber
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
two.2.4) Description of the procurement
Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. CCaaS services will include but not be limited to the below aspects:
• Omni channel capabilities
• Multiple, segmented Contact Centre capabilities
• Call and Queue Management
• Agent and Customer journey and experience
• Call Quality & Monitoring tools
• Customer Identification and Verification features
• Call Delivery, IVR, management, conferencing routing and recording
• Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features
• PCI process and compliance
• MI Reporting
• Digital signage - wallboards
• Workforce Management capabilities
• Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI
• Cloud Hosting
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal
Yes
Description of renewals
Further details will be provided within the Contract Notice should the contract be subject to renewal.
two.3) Estimated date of publication of contract notice
21 April 2022
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes