Purpose

The council utilises a contact
centre system to manage incoming and outgoing calls, live chats and
WhatsApp messages. The system also delivers voice recognition AI
integration that helps to answer customer calls without the need to
speak to an agent. Call recording and monitoring facilities are
included in the solution. 
 
The system is well embedded
within the organisation, underpins the council’s PCI
compliance and is also integrated into external systems including
MS teams and Meta (WhatsApp).
 
The current contract is with
8x8 UK Limited and the system is well liked by all staff using it.
No customer complaints, performance concerns, or contract issues
have been experienced within the current contract
period.
 
Based on the positive
experience of the system to date from customers and staff and the
level of integration, it is recommended the new contract is awarded
to the incumbent supplier through a direct award. The supplier has
also confirmed they will hold costs from the previous year for all
existing elements, thus avoiding inflationary increases and within
agreed budgets.

Decision

The Leader of the Council to approved
the award of a 4-year call-off contract to 8x8 through the KCS
price tested Y22007 framework.