24/015 Customer Contact Solution - AWARD

Tamworth Borough Council · awarded 25 March 2025 · delivered in West Midlands

Who

Buyer	Tamworth Borough Council Staffs
Supplier	Netcall Technology Limited
Category	goods
Classification	Software package and information systems CPV 48000000
Notice published	9 June 2025

What it is for

Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions.

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