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    ContractsUnified Communications Platform and Omnichannel Contact Centre Services
    Closed contract

    Unified Communications Platform and Omnichannel Contact Centre Services

    Contract value
    £882k
    Closed 10 Aug 2026

    Hafod Housing Association seeks a provider to design, implement, and manage a cloud-based Unified Communications platform with omnichannel contact centre capabilities, integrated with Microsoft 365 and their CRM system, for an initial 3-year contract with extension options.

    🇬🇧United Kingdom· WalesPublished 3 Jul 2026· 2 months agoviaFind a Tender
    Contract value
    £882k
    Closed 10 Aug 2026
    Tender deadline passed on 10 Aug 2026.

    Decision brief

    4 fields
    • Contract value
      est.£882,000
      Pounds sterling
    • Tender closed
      10 Aug 2026
      1 months ago
    • Sector
      Media & Communications
      Browse related listings
    • Location
      🇬🇧United Kingdom
      Wales

    Lifecycle

    Closed

    Tender closed on 10 Aug 2026. Awaiting award.

    3 Jul 2026Today10 Aug 2026

    Brief

    Hafod Housing Association is seeking a qualified Service Provider to design, implement, and support a comprehensive Unified Communications (UC) and omnichannel contact centre platform to modernize their digital infrastructure and transition away from legacy PSTN/ISDN systems. Core Requirements: • Cloud-based IP telephony with voice packages, DDI management, and cross-device collaboration (voice, video, messaging) across mobile, laptop, and tablet devices • Full integration with Microsoft 365 and Civica Cx CRM platform • Advanced contact centre capabilities including Automated Call Distribution (ACD), Intelligent Call Routing with speech recognition, administrative reporting, and call recording with quality management • Supply of supporting hardware, complete migration support, and ongoing maintenance services Contract Terms: • Initial contract duration: 3 years • Extension options: Up to three additional 2-year periods (maximum 9 years total) • Estimated start date: 28 September 2026 • Award under Hafod Standard Terms and Conditions for Services (Schedule 6); proposed amendments welcome for consideration This opportunity supports Hafod's digital transformation strategy and modernization of their telecommunications infrastructure.

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    Take action
    View on sourceFind a Tender

    Original closed notice on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    find-tender.service.gov.uk
    Record ID
    ocds-h6vhtk-06c368
    HH
    Buyer
    Hafod Housing Association
    Sector
    Media & Communications