Section one: Contracting authority/entity
one.1) Name and addresses
Leeds Federated Housing Association Ltd
The Tannery, 91 Kirstall Road
Leeds
LS3 1HS
Contact
Helen Thompkins
Telephone
+44 1133861000
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
Buyer's address
https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA40689
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Contact Centre Management System
two.1.2) Main CPV code
- 64200000 - Telecommunications services
two.1.3) Type of contract
Services
two.1.4) Short description
Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution.
Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour.
Further details are contained within the tender documents.
Section six. Complementary information
six.6) Original notice reference
Notice number: 2025/S 000-006108
Section seven. Changes
seven.1) Information to be changed or added
seven.1.2) Text to be corrected in the original notice
Section number
IV.2.2
Place of text to be modified
Time limit
Instead of
Date
21 April 2025
Local time
12:00pm
Read
Date
22 April 2025
Local time
12:00pm
Section number
IV.2.7
Place of text to be modified
Conditions for opening of tenders
Instead of
Date
21 April 2025
Local time
5:00pm
Read
Date
22 April 2025
Local time
5:00pm
seven.2) Other additional information
Previous date fell on a bank holiday.