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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.
No supplier information available.
This procurement was divided into 1 lots, each awarded separately.
| Lot | Value | Status |
|---|---|---|
| Lot 1 Sept 2026 – Sept 2029 | £882,000 | active |
Weightings from the notice.
Changes the buyer published to this notice after it first appeared.
Updated link to eTenderWales following feedback that the link initially didnt work
Tender Deadline extended and link republished