Supply of IT Services - Contact Centre as a Service SAAS Solution to replace existing system and infrastructure at SSE Airtricity. To access full documents/Scope Requirements please visit https://sse.app.jaggaer.com/ and click on the Opportunities link.
Deadline
The time limit for receipt of tenders was 2021-10-08.
The procurement was published on 2021-09-10.
Contract notice (2021-09-10) Contracting authority Name and addresses
Name: Contact Centre as a Service - SSE Airtricity (Ireland)
Postal address: SSE Airtricity, Red Oak South, South County Business Park
Postal town: Leopardstown
Postal code: Dublin 18- Republic
Country: Ireland 🇮🇪
Contact person: Mark Harvey
Phone: +0 1738341756📞
E-mail: mark.harvey@sse.com📧
Region: Ireland🏙️
URL: https://sse.app.jaggaer.com/🌏
Contracting authority (additional)
Name: Contact Centre as a Service - SSE Airtricity (Ireland)
Postal address: SSE Airtricity, Millenium House
Postal town: Belfast
Contracting authority
Postal code: BT2 7AQ
Country: United Kingdom 🇬🇧
Contracting authority (additional)
Contact person: Mark Harvey
Phone: +0 1738341756📞
Contracting authority Information about joint procurement
The contract involves joint procurement
Communication
Documents URL: https://sse.app.jaggaer.com/🌏
Object Scope of the procurement
Title: SSE Airtricity - Contact Centre as a Service (CCaaS)
Products/services: Call centre📦
Products/services: JA02
📦
Short description:
“Supply of IT Services - Contact Centre as a Service SAAS Solution to replace existing system and infrastructure at SSE Airtricity. To access full...”
Short description
Supply of IT Services - Contact Centre as a Service SAAS Solution to replace existing system and infrastructure at SSE Airtricity. To access full documents/Scope Requirements please visit https://sse.app.jaggaer.com/ and click on the Opportunities link.
1️⃣
Additional products/services: Software-related services📦
Additional products/services: Software package and information systems📦
Place of performance: Ireland🏙️
Main site or place of performance: Republic of Ireland
Description of the procurement:
“The Authority (SSE Airtricity) are looking to procure a SaaS based Contact Centre as a Solution to support it's business within Republic of Ireland and...”
Description of the procurement
The Authority (SSE Airtricity) are looking to procure a SaaS based Contact Centre as a Solution to support it's business within Republic of Ireland and Northern Ireland. This solution is intended to replace the Authority’s existing Cisco PCCE system, which is approaching end of life. The Contact Centre solution should have the capability of providing a personalized experience to customers by executing inbound as well as outbound communication across a variety of channels. The requirement is for a SaaS solution where the ongoing provision and platform support will sit with the solution provider on a cloud platform for the duration of the contract. To access full documents/Scope Requirements please visit https://sse.app.jaggaer.com/ and click on the Opportunities link.
Show more Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 60
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals: Possible optional extension years beyond initial Framework Term (2 x 1 Years)
Additional information:
“To access full documents/Scope Requirements please click on the Current Opportunities link via https://sse.app.jaggaer.com/
All communications in relation...”
Additional information
To access full documents/Scope Requirements please click on the Current Opportunities link via https://sse.app.jaggaer.com/
All communications in relation to the PQQ should be sent to Ccaastender@sse.com
Procedure Type of procedure
Negotiated procedure with prior call for competition
Administrative information
Time limit for receipt of tenders or requests to participate: 2021-10-08
15:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Complementary information Review body
Name: tbc
Postal town: tbc
Country: United Kingdom 🇬🇧
Source: OJS 2021/S 179-467158 (2021-09-10)
Object Scope of the procurement
Title: Contact Centre as a Service - SSE Airtricity (Ireland)
Short description:
“The Authority (SSE Airtricity) are looking to procure a SaaS based Contact Centre as a Solution to support it's
business within Republic of Ireland and...”
Short description
The Authority (SSE Airtricity) are looking to procure a SaaS based Contact Centre as a Solution to support it's
business within Republic of Ireland and Northern Ireland. This solution is intended to replace the Authority’s
existing Cisco PCCE system, which is approaching end of life. The Contact Centre solution should have the
capability of providing a personalized experience to customers by executing inbound as well as outbound
communication across a variety of channels. The requirement is for a SaaS solution where the ongoing
provision and platform support will sit with the solution provider on a cloud platform for the duration of the
contract.
Show more Description
Description of the procurement:
“The Authority (SSE Airtricity) are looking to procure a SaaS based Contact Centre as a Solution to support it's
business within Republic of Ireland and...”
Description of the procurement
The Authority (SSE Airtricity) are looking to procure a SaaS based Contact Centre as a Solution to support it's
business within Republic of Ireland and Northern Ireland. This solution is intended to replace the Authority’s
existing Cisco PCCE system, which is approaching end of life. The Contact Centre solution should have the
capability of providing a personalized experience to customers by executing inbound as well as outbound
communication across a variety of channels. The requirement is for a SaaS solution where the ongoing
provision and platform support will sit with the solution provider on a cloud platform for the duration of the
contract
Procedure Administrative information
Previous publication concerning this procedure: 2021/S 179-467158
Award of contract
1️⃣
Date of conclusion of the contract: 2022-12-23 📅
Complementary information Review body
Name: Sarah Goodman
Postal address: Penner Road
Postal town: Havant
Postal code: PO9 1QH
E-mail: sarah.goodman@sse.com📧
Source: OJS 2023/S 018-050443 (2023-01-20)