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Telephony & Customer Relationship Management (CRM) system for Cambridgeshire County Council, Customer Services Centre

Descriptions

Cambridgeshire County Council Customer Services Centre (CSC) currently uses a range of systems including Dynamics 365 CRM, Cirrus telephony solution and Q-max Workforce Management (WFM) system, Granicus online forms, as well as a numerous line of business systems. CSC currently uses Dynamics 365 CRM, and separate telephony and WFM systems. Added to this, they have a number of line of business systems, most notably for the Blue Badge and Concessionary Bus Pass processes. The Council would like to ascertain what options are available with regards to other systems that can provide a CRM, telephony and WFM functionality within the market This market engagement exercise will assist the Council in determining the next steps in developing any potential procurement documentation, the functionality of the systems available and routes to market including the use of any Framework Agreements if relevant. It will also enable a cost comparison against the potential continuation of the Dynamic 365 CRM as part of the decoupling process for Peterborough City Council that the service area has been undertaking.

Timeline

Published Date :

18th Mar 2025 11 days ago

Deadline :

N/A

Contract Start :

N/A

Contract End :

N/A

Tender Regions

CPV Codes

Tender Lot Details

1 Tender Lot

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Workflows

Status :

Open

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Tender Progress :

0%

Details

Notice Type :

Open opportunity

Tender Identifier :

IT-378-246-T: 2024 - 001

TenderBase ID :

310724019

Low Value :

£100K

High Value :

£1000K

Region :

North Region

Attachments :

Buyer Information

Address :

Liverpool Merseyside , Merseyside , L13 0BQ

Website :

N/A

Procurement Contact

Name :

Tina Smith

Designation :

Chief Executive Officer

Phone :

0151 252 3243

Email :

tina.smith@shared-ed.ac.uk

Possible Competitors

1 Possible Competitors