008695 - Customer Contact Centre through digital and omni-channel

Description

A Market Engagement Exercise was carried out as our current telephony platform does not meet our current or future needs and is driving costly support arrangements. Calls dropping audio problems and the inability to transfer some calls. The Market Engagement reviewed other available products and one solution fitted NCC needs for now and the future. A direct award to AWS was granted via the Yorkshire Procurement Organisation (YPO) Framework 1126 - Cloud Services, AI, Data Centre Management and Transformation Solutions, Lot 1 - Cloud Hosting Services. This solution is fully compliant with procurement regulations (PCR 2015) and offers a compliant route to market. We reviewed YPO 1126 framework and AWS provided the most competitive solution. Lot 1: To update the current telephony System with a Digital and cloud based solution throughout NCC locations. There have been 49 incidents being logged with ICT in the last 6 months. These have been for a range of issues from calls dropping, audio problems and inability to transfer calls. This is not sustainable. A cloud telephony solution offering a range of services and features such as Amazon Connect (Contact Centre System), has extensive storage and AI capabilities. It is widely used by organisations and governments due to its high security and compliance features. It was also named as a leader in the 2024 Gartner Magic Quadrant for Contact Centre as a Service (Gartner are a research agency that provide unbiased insight into key players in many markets).