# Contact Management

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [The Guinness Partnership Ltd](/buyers/the-guinness-partnership-ltd/contract-awards)
- Contract winner: [8x8 UK Limited](/contract-winners/8x8-uk/public-sector-contract-awards)
- Award value: £2,373,431
- Tender value: £1,260,000
- Award date: 21 December 2022
- Published: 8 March 2023
- Contract start: 19 January 2023
- Contract end: 18 January 2028
- Stage: awarded
- Procurement category: services
- Notice ID: 2731712c-2d89-4669-ad71-5661ec02bd6a-622276
- OCID: ocds-b5fd17-db216dd5-90bf-461c-bf84-59ea7c89aa90

## Description

Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service\. Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects: • Omni channel capabilities • Multiple, segmented Contact Centre capabilities • Call and Queue Management • Agent and Customer journey and experience • Call Quality & Monitoring tools • Customer Identification and Verification features • Call Delivery, IVR, management, conferencing routing and recording • Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features • PCI process and compliance • MI Reporting • Digital signage - wallboards • Workforce Management capabilities • Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI • Cloud Hosting • UK hosted cloud data centres are preferred The SQ documents are available on https://procontract\.due-north\.com and the project reference is DN612881

## Related contract awards

- [Legal Services Framework](/contracts/ocds-b5fd17-2efb4c4f-2d9e-44c9-9726-38a0e8d23424): The Guinness Partnership Ltd
- [Grounds Maintenance Services & Tree Works](/contracts/ocds-b5fd17-90425108-d3d3-4e8d-9a92-ad63197b91a7): The Guinness Partnership Ltd
- [Bulk Waste Removal Services](/contracts/ocds-b5fd17-2191dfc6-6a58-4b92-9979-d40c20a33a46): The Guinness Partnership Ltd
- [Voip Telephony](/contracts/ocds-b5fd17-7c8b849d-b8e6-49fb-bb74-26c8b4b1ac56): ST ALBANS CITY AND DISTRICT COUNCIL
- [Student Services Contact Cloud Centre \(2026- 2029\)](/contracts/ocds-b5fd17-1cf306aa-81ff-4c2e-84c5-496795383905): University of Bristol
- [Contact Centre Telephony](/contracts/ocds-b5fd17-9ff43770-3aa1-4d73-a2d4-0abf9d6127fb): Lichfield District Council

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/2731712c-2d89-4669-ad71-5661ec02bd6a-622276)