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Scope
Procurement reference
PC2627/010.
Procurement description
Pembrokeshire College (The College) is undertaking pre-market engagement to explore options for the provision of a modern mass communication system across its...
Buyer
Pembrokeshire College
Deadline
Closes 20 Oct 2026
Value
£80k
Key dates and value
Status
Closed
Submission deadline
9 Sept 2026
Published
3 Aug 2026
Estimated value
£882k
Contract start
28 Sept 2026
Contract end
27 Sept 2029
Location
Cardiff, Wales
Notice type
UK4
Buyer type
Housing Association
Overview
Hafod Housing Association is seeking a qualified Service Provider for the design, implementation, and support of a comprehensive, digital Unified Communications (UC) and omnichannel contact centre platform. This contract will support Hafod's digital transformation and transition away from traditional PSTN/ISDN infrastructure.
Key Requirements Include:
Core UC Services: Cloud/IP telephony, voice call packages, DDI management, and cross-device collaboration (voice, video, messaging on mobile, laptop, and tablet) utilizing existing WAN.
Integrations: Full integration with Microsoft 365 tenancy and Civica Cx (SaaS CRM).
Contact Centre Functionality: Omnichannel features including Automated Call Distribution (ACD), Intelligent Contact Routing (ICR/IVR) with speech recognition, administrative reporting tools, and call recording/quality management solutions.
Hardware & Support: Supply of supporting hardware, transformation/migration support, and ongoing maintenance.
Contract Duration: 3 years initially, with options to extend by up to 3 further periods of 2 years each (2+2+2), up to a maximum total duration of 9 years.
Estimated Contract Start Date: 28th September 2026.
Terms: Contract will be awarded under Hafod Standard Terms and Conditions for Services (Schedule 6). Bidders may submit proposed amendments for consideration.
HAFOD HOUSING ASSOCIATION LIMITED has published 2 tender notices since 7 Oct 2023, with a combined advertised value of £882k.
How to apply
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Source: Find a Tender. Contains public sector information licensed under the Open Government Licence v3.0. Details may change; always check the original notice before bidding.
