HAFOD HOUSING ASSOCIATION LIMITED · Find a Tender

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Tender: Unified Communications & Omnichannel Contact Centre Platform – Hafod Housing Association

Released 4 months ago

Closed10 Aug 2026

Est. valueEstimate£260K to £950K

LocationWales

AgencyHAFOD HOUSING ASSOCIATION LIMITED

SourceFind a Tender

CategoryIT & Software

Submissions closedClosed Mon, 10 Aug 2026

About

Hafod Housing Association is seeking a supplier for the design, implementation and support of a comprehensive digital Unified Communications (UC) and omnichannel contact centre platform to support its digital transformation and transition away from traditional PSTN/ISDN infrastructure. The solution must provide core UC services including cloud/IP telephony, voice call packages, DDI management and cross-device collaboration (voice, video, messaging on mobile, laptop and tablet) using the existing WAN; full integration with Hafod’s Microsoft 365 tenancy and Civica Cx (SaaS CRM); omnichannel contact centre functionality such as Automated Call Distribution (ACD), Intelligent Contact Routing (ICR/IVR) with speech recognition, administrative reporting, and call recording/quality management; and supply supporting hardware plus transformation/migration support and ongoing maintenance. The contract is for an initial 3 years with options to extend by up to three further 2-year periods (2+2+2) to a maximum of 9 years, has an estimated start date of 28 September 2026, and will be awarded under Hafod Standard Terms and Conditions for Services (Schedule 6) with bidders able to submit proposed amendments for consideration.

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