Purpose

Provision of Contact Centre
Telephone System Avaya by Wavenet

Content

1.           
Noted that a contract was awarded to Wavenet Limited
(Company registration number 03919664) from 1 November 2020 at a
maximum cost of £175,000. This contract subsequently expired
on 31 October 2024.
 
2.           
Noted further the circumstances in which this
contract was then extended without compliance with the
Council’s Contract Standing Orders (“CSOs”) from
1 November 2024 at a maximum cost of £15,000 per
month.
 
3.           
Granted a direct award to Wavenet Limited in
accordance with CSO 22.5.2 as a Route 3 Direct Award from a
Framework (Crown Commercial Services framework RM6116) from the
date this report is signed for five years at a maximum cost of
£1,500,000. 
 
4.           
Noted the contract will:
·       
support and maintain the Avaya telephony platform of
the current telephony software
·       
implement cloud elements and new efficiency modules
including workforce management, automated agent scheduling, quality
scoring of all calls and a PCI compliant Payment system.
 
5.           
Noted, that under the proposed recommendation there
is a financial saving of 37% against recommended retail price due
to the existing relationship between Royal Borough of Greenwich and
Wavenet Limited. This is subject to making this decision using the
described urgent process.