Customer Contact Centre -Telephony/CRM

Description

West Yorkshire Combined Authority would like to invite interested suppliers to take part in this Preliminary Market Engagement (PME) activity to support development of the project described below. The main aims of engagement include: gaining market insights, understanding best market practices and shaping the final statement of requirements. Suppliers are invited to respond to this PME exercise to inform the Authority’s approach to procuring either individual or a collection of technology solutions aligned to the outcomes and core deliverables outlined in this paper. The Authority is particularly interested in: • Market capability across the Functional Areas described below • Typical delivery models and integration approaches • Innovation opportunities and best practice • Time to implement (mobilisation times, complexity, sequencing, dependencies) • Costs e.g. commercial models and pricing structures The Authority recognises that suppliers may specialise only in particular solutions and capability areas described in Section 3 A-C A. Contact Centre Platform B. Workforce Management C. Lost Property Management Suppliers are however encouraged to participate either independently or in partnership with other organisations, irrespective of whether they are able to support one or multiple Functional Areas listed within the scope. This activity will consist of 2 Phases Phase 1 – Receiving written feedback from Suppliers. Suppliers to review PME documents and respond to the shared questions (Appendix 2 – Contact Centre Questionnaire) by 12PM (Midday) on 10th August 2026 Phase 2 – On-Line sessions, presentations and Q&As Suppliers’ Individual sessions on-line through MS Teams available on 18th and 20th August 2026