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Contact Centre as a Service (CCaaS)
AI Summary
The Hampshire and Isle of Wight Constabulary together with Thames Valley Police require a new Contact Centre as a Service (CCaaS) platform to support the shared Contact Management department. The objective of the procurement is to raise the effectiveness and user experience of all contact channels, enabling enhanced public self‑service, more intuitive call routing, clearer insights into demand patterns, shorter handle times for voice and digital contacts, and improved information capture and data quality. The selected solution will serve both forces from a single, unified system, providing a foundation for future phases that will replace current customer relationship, contact management and command‑and‑control platforms.
The required CCaaS must encompass inbound voice routing and advanced interactive voice response, automatic call distribution, digital interaction routing and workforce engagement monitoring. It should deliver a complete set of pre‑packaged applications, native communications connectivity, outbound voice calling, customer self‑service automation, and robust data retention, review and disposal controls. Artificial intelligence, including large language model capabilities, must be integral to the platform. The final solution must incorporate AI, large language model capabilities and comply with UK data retention and security standards.
Description
The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives:
• Increased self-service options for the public
• Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact
• Reduced handle time for voice and digital
• Improved information capture and data quality
The requirements for the supply of this system will cover the following;
• Inbound Voice Routing (IVR)
• Automatic Call Distribution (ACD)
• Digital Interaction Routing (DIR)
• Workforce Engagement Monitoring (WEM)
• Pre-Packaged Applications
• Applications & Native Communications Connectivity
• Outbound Voice Calling
• Customer Self-Service Automation
• Data Retention, Review & Disposal (RRD)
• Artificial Intelligence (AI)
• Large Language Model (LLM)
Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.
Contract location: UK
Engagement process description
The Authority would like Service Providers to express their interest in premarket engagement before 3pm on 31st October 2025 to procurementict@thamesvalley.police.uk
Please include the following detail in your message: -
- Quoting Reference: TVP01016 - Contact Centre as a Service
(CCaaS)
- Full name
- Company/organisation name
- Contact details (E-mail and phone number)
In return we will send you a CCaaS Questionnaire and Meeting Invitation for a 121 with the Team for a demonstration of your product followed by a Q&A. This demonstration will not be assessed and will support future procurement stages.
This Notice is for information only.
The information contained in this notice, including information relating to the nature and scope of the requirements, the estimated value, the service classification of this requirement and the list of CPV codes, is only indicative of current thinking and is neither exhaustive nor binding and the Authority reserves the right at its absolute discretion to amend it at the time of issue of any further notices or at any other time. The publication of this notice in no way obliges the Authority to commence any competitive tender process. The Authority is not and shall not be liable for any costs incurred by those expressing an interest in participating in this premarket engagement exercise.
Lot: 1
Languages in which tenders or requests to participate may be submitted: En