Unified Communications and Contact Centre Solution Tender
Hexagon is seeking to procure a new telephony (Unified Communications) and multimedia Contact Centre platform to replace its existing Nortel systems. The Contract also requires the Supplier to upgrade LAN switches and implement SIP Trunks as required by the Unified Communications and Contact Centre Solution.
United Kingdom-London: Call centre
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
Hexagon Housing Association
130-136 Sydenham Road, Sydenham
For the attention of: Phil Riley
SE26 5JY London
Fax: +44 5600656882
General address of the contracting authority: http://www.hexagon.org.uk
Electronic access to information: http://www.hexagon-phone-tender.co.uk
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
I.2)Type of the contracting authority
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
II.1.2)Type of contract and location of works, place of delivery or of performance
Service category No 5: Telecommunications services
Main site or location of works, place of delivery or of performance: Sydenham London.
NUTS code UKI22
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.5)Short description of the contract or purchase(s)
The Solution shall provide the following the high-level functionality:
Multimedia Contact Centre infrastructure:
— Initially this shall be implemented for telephony and e-mail channels.
— In the short to medium term the capability to add other access channels shall be provided; these shall include SMS text messaging, web-chat, social media (in particular Facebook and Twitter) and the cost of providing these modules shall be included in the tender submission and will be evaluated.
— In the medium to long term it should be possible to add further emerging contact channels at incremental cost.
Contact Centre integration with the Civica Contact Manager CRM System.
Integration with the Red Box voice recording system currently being implemented including necessary functionality to allow compliance with PCI/DSS for card payments taken through communications channels connected to the Solution
Desktop telephony which may be developed to support Unified Communications services which include presence, instant messaging, desktop collaboration tools and audio/video conferencing.
Replacement LAN switches to support an IP Telephony solution.
Options which may be deployed in the future for remote/agile working for desktop and customer services staff.
II.1.6)Common procurement vocabulary (CPV)
79512000, 32545000, 32429000
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.9)Information about variants
II.2.1)Total quantity or scope:
Estimated value excluding VAT:
Range: between 150 000 and 190 000 GBP
II.2.2)Information about options
Description of these options: Support Contract may be renewed annual after year 5 at the sole discretion of Hexagon; each renewal shall be 1 year duration up to a maximum of 5 renewal.
II.2.3)Information about renewals
Number of possible renewals: Range: between 1 and 5
II.3)Duration of the contract or time limit for completion
Section III: Legal, economic, financial and technical information
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
Candidates will be required to answer questions as part of the qualification process. For candidates who are registered overseas, you will need to declare if you have any offences/misconduct under your own countries laws, where these laws are equivalent to the Regulation 23 lists. Candidates who have been convicted of any of the offences under Article 45(1) are ineligible and will not be selected to bid, unless there are overriding requirements in the general interest for doing so.
Candidates who are guilty of any of the offences, circumstances or misconduct under Article 45(2) may be excluded from being selected to bid at the discretion of the Authority.
Instructions will be given with the pre-qualification questionnaire (PQQ).
III.2.2)Economic and financial ability
Minimum level(s) of standards possibly required: Details will be given in the pre-qualification questionnaire.
Details of relevant policies and of similar contracts and experience.
Minimum level(s) of standards possibly required:
Details will be given in the pre-qualification questionnaire.
III.3.2)Staff responsible for the execution of the service
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
Objective criteria for choosing the limited number of candidates: Those who meet the minimum requirements of the PQQ and then achieve the highest scores as defined in the PQQ documentation.
IV.2.2)Information about electronic auction
IV.3.1)File reference number attributed by the contracting authority:
IV.3.2)Previous publication(s) concerning the same contract
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
IV.3.4)Time limit for receipt of tenders or requests to participate
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
Section VI: Complementary information
VI.1)Information about recurrence
Estimated timing for further notices to be published: Between 2019 and 2024.
VI.2)Information about European Union funds
VI.4.2)Lodging of appeals
VI.5)Date of dispatch of this notice: