Scope
Reference
WWU1382
Description
Customer Contact Centre Communications Software Solution that has the capacity to integrate with an existing Customer Relationship Management Solution (CRM) and must be able to scale up rapidly to accommodate approximately 400 agents. WWU has approximately ninety-seven (97) customer facing contact centre agents working 8am-8pm Monday-Friday and 9am-2pm Saturday.
• 22 Contact Centre Agents.
• 15 Work Management Scheduling Agents.
• 60 Connections agents.
Essential criteria.
• Existing System without need for significant development.
• Proven Interoperability with SAP C/4 HANA.
• A solution that is already in use and proven to work effectively within another organisation.
• Software as a Service (SaaS) solution.
• Scalable to receive large volumes of calls at short notice.
• Scalability to approximately 400 users / agents.
Contract 1. Contact Centre Software
Supplier
Contract value
- £650,000 including VAT
Above the relevant threshold
Award decision date
18 September 2025
Date assessment summaries were sent to tenderers
22 September 2025
Standstill period
- End: 22 October 2025
- 8 working days
Earliest date the contract will be signed
31 October 2025
Contract dates (estimated)
- 31 October 2025 to 31 October 2029
- Possible extension to 31 October 2032
- 7 years, 1 day
Description of possible extension:
Option to extend by three (3) consecutive 12-month periods. These extensions shall be used if the requirements under the contract are being sufficiently performed.
Main procurement category
Services
CPV classifications
- 72000000 - IT services: consulting, software development, Internet and support
Contract locations
- UKL - Wales
Submission
Submission type
Tenders
Procedure
Procedure type
Competitive flexible procedure
Special regime
Utilities
Supplier
8X8 UK LIMITED
- Companies House: 05083841
- Public Procurement Organisation Number: PQGX-8442-GGCM
Oxford House, Bell Business Park
Aylesbury
HP19 8JR
United Kingdom
Email: uk-bid@8x8.com
Website: http://www.8x8.com
Region: UKJ13 - Buckinghamshire CC
Small or medium-sized enterprise (SME): Yes
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1. Contact Centre Software
Contracting authority
Wales & West Utilities Limited
- Companies House: 05046791
- Public Procurement Organisation Number: PMVL-3238-DQDX
Wales & West House
Newport
NP10 8FZ
United Kingdom
Contact name: Peter Tune
Telephone: +447967844390
Email: wwuprocurement@wwutilities.co.uk
Website: https://www.wwutilities.co.uk/
Region: UKL21 - Monmouthshire and Newport
Organisation type: Private utility