Salesforce Integrated Telephony Tender

Salesforce Integrated Telephony Tender

The NCS Trust requires a telephony solution to integrate with its Salesforce platform.

United Kingdom-London: Telecommunications services

2020/S 043-102857

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Official name: National Citizen Service
Postal address: The Pembroke Building, Kensington Village, Avonmore Road
Town: London
NUTS code: UK
Postal code: W14 8DG
Country: United Kingdom
E-mail: ryansumner@ncstrust.org.uk
Telephone: +44 08001978010

Internet address(es):Main address: www.wearencs.com

I.2)Information about joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://ncs.bravosolution.co.uk/
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://ncs.bravosolution.co.uk/
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Education

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Salesforce Integrated Telephony

II.1.2)Main CPV code

64200000

II.1.3)Type of contract

Services

II.1.4)Short description:

The NCS Trust requires a telephony solution to integrate with its Salesforce platform. The telephony solution will need to be implemented within the NCS Contact Centre, as well as its regional hubs, the 10 delivery partner contact centres and 130 microsites. The uses a range of PBX phones, mobiles and softphones. The supplier shall implement the platform across approximately 130 sites and around 1 500 users.

NCS has been using Salesforce for the last 5 years and have had integrated telephony platform for 3 years. We have built up our contact centre experience as an organisation and need to scale our implementation to be able to work with a wider range of organisations and increased support for remote agents and complexity of routing.

II.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: no
II.2)Description
II.2.1)Title:

II.2.2)Additional CPV code(s)

48210000

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

Telephony platform which is able to integrate with Salesfoce.

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.6)Estimated value

Value excluding VAT: 2 100 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

End: 31/12/2022
This contract is subject to renewal: yes
Description of renewals:

NCS will have the option to extend by a further 2 year term.

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: yes
Description of options:

NCS will have the option to extend by a further 2 year term.

II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation

III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:

As per ITT docs.

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession

III.2.2)Contract performance conditions:

As per ITT docs.

III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Open procedure

IV.1.3)Information about a framework agreement or a dynamic purchasing system

The procurement involves the establishment of a framework agreement
Framework agreement with a single operator
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: yes
IV.2)Administrative information

IV.2.1)Previous publication concerning this procedure

Notice number in the OJ S: 2019/S 149-367139

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 30/03/2020
Local time: 14:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

IV.2.4)Languages in which tenders or requests to participate may be submitted:

English

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Duration in months: 6 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 31/03/2020
Local time: 10:00

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
VI.2)Information about electronic workflows

VI.3)Additional information:

The National Citizen Service (‘NCS’) was set up by the Government in 2011 to tackle some of the biggest social challenges in the UK. Through a wide range of community programmes and projects for young adults, it looks to build social cohesion, mobility and engagement.

NCS have been using Salesforce for the last 5 years and have had integrated telephony platform for 3 years. The Trust has built up our contact centre experience as an organisation and need to scale the implementation to be able to work with a wider range of organisations and increased support for remote agents and complexity of routing.

NCS want to procure a solution that will co-terminate with our Salesforce contract in approximately 2 years 5 months with a commencement date of 1.8.2020. The expected value of the contract is anticipated to be valued at 400 000 GBP-600 000 GBP per annum.

The required outputs of this service should be inclusive of but not limited to:

Capability to be able to make phone calls and automatically log these in Salesforce.

Able to record calls securely in order to review at a later date.

Fully integrated PCI payment system that deals with stopping and resuming the call recording.

Automatic dialing of lists stored within Salesforce.

Capability to be able to dial from static lists/reports in Salesforce.

Capability to be able to route to advisors based on criteria within Salesforce.

Capability to be able to have context specific IVR messages based on data within Salesforce.

The functionality for customers to be able to leave voice messages and to be securely stored.

Reporting suite that makes use of internal Salesforce and Einstein reporting.

Monitor usage, agent utilisation and workforce and provide reporting.

Compatibility with workforce management systems.

The ability to be able to pop the right screen within Salesforce when a call comes in.

Ability to be able to create transcripts of calls for analysis.

Ability to be able to define and automate customer contact strategy.

Gamification and wallboards.

The ability to be able to identify and present a local phone number in different regions.

The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced.

The solution should be able to be scalable and flex and shrink with demand. Up to 1 500 users at peak and down to 500 at low periods.

The solution should be highly maintainable.

High uptime for contact centres that are mission critical and require high availability.

VI.4)Procedures for review

VI.4.1)Review body

Official name: NCS Trust
Town: London
Postal code: W14 8DG
Country: United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

27/02/2020