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PROCUREMENT OPPORTUNITY

The Provision of Contact Centre Communications Software

Wales & West Utilities Limited · Tender notice on Find a Tender

Tender information last checkedLast checked 29 Sept 2026, 22:07.

Opportunity overview

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.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

8X8 UK LIMITED

Matched by number
Published award value
£650k
Awarded
17 Sept 2025
Award ID
1
Status
pending
Identifier
GB-COH 05083841
Location
Aylesbury, UKJ13, HP19 8JR, United Kingdom

Classification

  • CPV48500000 — Communication and multimedia software package

Lots

  • Lot 1£1.3m · Including VAT

Documents and notices

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
WWU1382
Status
complete
Above Threshold
Yes
Procurement Method
open
Main Procurement Category
goods
Procurement Method Details
Competitive flexible procedure

Procedure

Features
The tender will be comprised of; Conditions of Participation Stage: The responses to the questionnaire which will have both mandatory pass/fail and scored questions. The responses will be scored and the highest scored bidders shall be invited to the ITT. Only those bidders that progress to the ITT stage shall see the documents related to the ITT Technical and Commercial Envelopes. More information available in the Invitation to Tenderer and the Conditions of Participation Questionnaire (COPQ) - Guidance The ITT shall include Technical Envelope and Commercial Envelope, with percentage weights 60% and 40% respectively. The Technical Envelope shall include open scored questions. The combined scores from the Technical and Commercial shall be ranked and the highest three (3) ranked bidders shall proceed to the negotiation stage. More information on the negotiation stage shall be released in due course.

Legal basis

Id
2023/54
Scheme
UKPGA

Expected award period

Ends
20 Jun 2025, 23:59

Tender Period

Ends
24 Apr 2025, 12:00

Enquiry period

Ends
14 Apr 2025, 12:00

Special regime

utilities

Submission terms

Electronic Submission Policy
allowed

Languages

en

Lots and requirements

Entry 1
Id
1
Status
complete
Has Renewal
Yes

Value

Currency
GBP
Including VAT
1,250,000

Renewal

Description
Proposed Total duration: Four (4) Years, with option to extend by three (3) consecutive 12-month periods.

Suitability

Sme
Yes

Award criteria

Criteria

Criterion 1
Name
Technical Evaluation
Type
quality
Description
Review the tender documents for more information.

Numbers

Entry 1
Number
60
Weight
percentageExact
Criterion 2
Name
Commercial Evaluation
Type
price
Description
Review the tender documents for more information.

Numbers

Entry 1
Number
40
Weight
percentageExact

Contract period

Ends
2 Oct 2029, 23:59
Starts
3 Oct 2025, 00:00
Max Extent Date
2 Oct 2032, 23:59

Selection criteria

Criteria

Criterion 1
Type
technical
Description
The following accreditations are mandatory; • ISO 9001:2015 Quality Management Systems. • ISO 27001:2022 Information Security, Cybersecurity and Privacy Protection • Cyber Essentials Certified • Cyber Essential Plus Certified.

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UK
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
48500000
Scheme
CPV
Description
Communication and multimedia software package

Published documents

Entry 1
Id
conflictOfInterest
Description
Not published
Document Type
conflictOfInterest
Entry 2
Id
007108-2025
Format
text/html
Notice Type
UK4
Description
Tender notice on Find a Tender
Document Type
tenderNotice
Published
25 Feb 2025, 09:09

Buyer, suppliers and contacts

Organisation 1
Id
GB-COH-05046791
Name
Wales & West Utilities Limited

Roles

buyer

Address

Region
UKL21
Country
GB
Locality
Newport
Postal Code
NP10 8FZ
Country Name
United Kingdom
Street Address
Wales & West House

Details

Classifications

Entry 1
Id
privateUtility
Scheme
UK_CA_TYPE
Description
Private utility

Identifier

Id
05046791
Scheme
GB-COH

Contact

Name
Peter Tune
Telephone
+447967844390

Additional Identifiers

Entry 1
Id
PMVL-3238-DQDX
Scheme
GB-PPON
Organisation 2
Id
GB-COH-05083841
Name
8X8 UK LIMITED

Roles

supplier

Address

Region
UKJ13
Country
GB
Locality
Aylesbury
Postal Code
HP19 8JR
Country Name
United Kingdom
Street Address
Oxford House, Bell Business Park

Details

Vcse
No
Scale
sme
Sheltered Workshop
No
Public Service Mission Organization
No

Identifier

Id
05083841
Scheme
GB-COH

Contact

Additional Identifiers

Entry 1
Id
PQGX-8442-GGCM
Scheme
GB-PPON

Award information

Award 1
Id
1
Date
18 Sept 2025, 00:00
Title
Contact Centre Software
Status
pending
Has Renewal
Yes
Above Threshold
Yes
Main Procurement Category
services
Assessment Summaries Date Sent
22 Sept 2025, 00:00

Items

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKL
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
72000000
Scheme
CPV
Description
IT services: consulting, software development, Internet and support

Value

Currency
GBP
Including VAT
650,000

Renewal

Description
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.

Documents

Entry 1
Id
064778-2025
Format
text/html
Notice Type
UK6
Description
Contract award notice on Find a Tender
Document Type
awardNotice
Published
13 Oct 2025, 13:55

Suppliers

Supplier 1
Id
GB-COH-05083841
Name
8X8 UK LIMITED

Milestones

Entry 1
Id
1
Type
futureSignatureDate
Status
scheduled
Due
31 Oct 2025, 23:59

Related lots

1

Contract period

Ends
31 Oct 2029, 23:59
Starts
31 Oct 2025, 00:00
Max Extent Date
31 Oct 2032, 23:59

Standstill Period

Ends
22 Oct 2025, 23:59

Recorded locations

  • Buyer location · Newport · UKL21 · NP10 8FZ · United Kingdom
  • Delivery location · UK · United Kingdom

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-04e7af-2025-10-13T13:55:12+01:00Tender notice on Find a Tender ·