Provision of Contact Centre Technologies for Flintshire County Council
This sits below the typical range for IT Services contracts — a smaller, more accessible award. Based on 36,449 valued IT Services tenders in our corpus.
Flintshire County Council is looking to engage with the market for a bilingual (Welsh and English)* Contact Centre solution to the improve customer experience when contacting the Council, increase agent productivity, reduce operational costs, and enable smarter decision-making through enhanced data and insights.
The Council’s corporate Contact Centre is under increasing pressure due to rising customer demand, higher service expectations, seasonal peaks, recruitment and retention and the need to manage multiple communication channels, including voice, email, video and administrative processing.
To improve service quality, resilience, and workflow efficiency, the Council is exploring how technology, particularly the introduction of Artificial Intelligence can support and transform Contact Centre operations.
Whilst the Council is initially focusing on modernising its corporate Contact Centr…
What the supplier must deliver
The Council’s corporate Contact Centre is under
The Council’s corporate Contact Centre is under increasing pressure due to rising customer demand, higher service expectations, seasonal peaks, recruitment and retention and the need to manage multiple communication channels, including voice, email, video and administrative processing.
To improve service quality, resilience, and workflow
To improve service quality, resilience, and workflow efficiency, the Council is exploring how technology, particularly the introduction of Artificial Intelligence can support and transform Contact Centre operations.
As such, the Council is seeking
As such, the Council is seeking to work with a supplier that can demonstrate flexibility in its licensing options, recognising that different services may have varying business needs and requirements.
The intention is to upgrade the existing
The intention is to upgrade the existing technology and underlying infrastructure to support this transformation.
The Council is required to comply
the Council is required to comply with the Welsh Language Standards and is therefore seeking a solution that will support it in meeting the requirements of those Standards.
Derived from the notice text — always confirm against the original documents.
- OCID
- ocds-h6vhtk-06611b
- Stage
- planning · planning
- Source
- Find a Tender
- Buyer ref
- 060903-2026
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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