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    ContractsEckho Interactive Voice Response System Renewal and Upgrade
    Awarded contract

    Eckho Interactive Voice Response System Renewal and Upgrade

    Status
    Awarded
    Published 3 Nov 2026

    Durham County Council is upgrading its existing Eckho IVR system used in Customer Services through a framework agreement with the current provider.

    🇬🇧United KingdomPublished 3 Nov 2026· TodayviaContracts Finder
    Status
    Awarded
    Published 3 Nov 2026

    Decision brief

    4 fields
    • Contract value
      Not disclosed
      Source did not declare a figure
    • Tender closed
      30 Jul 2026
      3 months ago
    • Sector
      Media & Communications
      Browse related listings
    • Location
      🇬🇧United Kingdom

    Suppliers

    1 supplier
    • ME
      MAINTEL EUROPE LIMITED
    Lead contractor

    Lifecycle

    Awarded

    Contract awarded. Originally published today.

    3 Nov 202630 Jul 2026

    Brief

    Durham County Council seeks the renewal and upgrade of its existing Eckho Interactive Voice Response (IVR) platform, which is currently used by Customer Services to handle automated telephone inquiries and call routing. The project involves modernizing the existing system to improve functionality and performance. As this is an existing solution with an established provider relationship, the procurement will be conducted through a framework agreement with the incumbent provider. Suppliers should be prepared to demonstrate upgrade capabilities, system compatibility, service continuity planning, and support for modern customer service requirements.

    Track record

    4 awards · 3 winners
    Open field

    No single supplier dominates the field.

    In media communications, DURHAM COUNTY COUNCIL has awarded 4 contracts to 3 suppliers.

    Who wins here
    1. MAINTEL EUROPE LIMITED2× · 50%
    2. SWITCHSHOP LIMITED1× · 25%
    3. UNIFY BUSINESS SOLUTIONS LIMITED1× · 25%

    Across media communications, the most active winners are BRITISH TELECOMMUNICATIONS PLC, SOFTCAT PLC, SWITCHSHOP LIMITED — the field to beat, or your route in as a partner.

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    Take action
    View on sourceContracts Finder

    Award notice and full record on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    contractsfinder.service.gov.uk
    Record ID
    c32d97c7-a08a-4344-b530-b179f770cbc8-909014

    Your fit

    Could you win the next one?

    This went to MAINTEL EUROPE LIMITED. Sonar reads DURHAM COUNTY COUNCIL's work like this against your business — who holds it, and whether you could compete or partner next time.

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    DC
    Buyer
    DURHAM COUNTY COUNCIL
    Sector
    Media & Communications