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Contact Centre Management System

Leeds Federated Housing Association Ltd

Buyer Contact Info

Buyer Name: Leeds Federated Housing Association Ltd

Buyer Address: The Tannery, 91 Kirstall Road, Leeds, UK, LS3 1HS, United Kingdom

Contact Name: Helen Thompkins

Contact Email: hello@leedsfed.com

Contact Telephone: +44 1133861000

Status
complete
Procedure
open
Value
350000.0 GBP
Published
05 Jan 2026, 11:38
Deadline
n/a
Contract Start
n/a
Contract End
n/a
Category
services
CPV
64214000 - Dedicated-business telephone network services
Region
n/a
Awarded To
IP Exchange Limited
Official Source
Open Find a Tender

Description

Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution. Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour. Further details are contained within the tender documents.

Linked Documents

No linked documents found for this notice.

Opportunity Context

Lots

Lot Description: Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution. Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour. Further details are contained within the tender documents.

Lot 1 Status: cancelled

Lot 1 Has Options: No

Lot 1 Award Criterion (quality): Technical

Lot 1 Award Criterion (quality): Quality

Raw Notice JSON

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