Source: https://tendernation.io/opportunities/01a13b9d-a6e5-715f-8f80-1ae6c1d33321/cwc22183-omnichannel closed GB open procedure Suitable for SMEs # CWC22183 - Omnichannel [Wolverhampton City Council](https://tendernation.io/buyers/wolverhampton-city-council) Estimated value £600,000 Published 5 May 2023 Deadline Closed 8 Jun 2023 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Buyer says suitable for VCSEs The buyer ticked “suitable for voluntary, community and social enterprises” on the notice. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact. Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Councils Revenues and Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat. This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centered services, which deliver value for money. Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24 hour access to their Council queries without human interaction, Chatbot. The solution must also include Webchat functionality, the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution. The result of this project is to see a positive channel shift to Digital Services with power of data and digital to enable the Council to more appropriately direct resources to support those customers with more specific needs. The procurement documents are available at [wolverhamptontenders.com](https://www.wolverhamptontenders.com) Read full description ## CPV classification Communication and multimedia software package Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/75d2140f-819d-4da1-bf47-ebf333c28497) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. [Track tenders free](https://tendernation.io/register) [Buyer profile Wolverhampton City Council: past awards and live tenders](https://tendernation.io/buyers/wolverhampton-city-council) [Sector More Software packages & information systems tenders](https://tendernation.io/sectors/software-information-systems) ## More tenders like this [Preliminary Market Engagement - Corporate Enterprise Resource Planning (ERP) · North East Lincolnshire Borough Council · 21 days left · 9 Nov 2026](https://tendernation.io/opportunities/01a15410-bf5e-72d1-8225-fbabeaba595f/preliminary-market-engagement-corporate-enterprise-resource-planning-erp) [Servers – Dostawa serwerów do klastra wirtualizacyjnego · Politechnika Rzeszowska · 2 days left · 21 Oct 2026](https://tendernation.io/opportunities/01a15183-2e23-7066-ba48-4fc2a9243b50/poland-servers-dostawa-serwerow-do-klastra-wirtualizacyjnego) [License management software package – Dostawa licencji bezpieczeństwa do Systemu DNS · Poczta Polska S.A. · 15 days left · 3 Nov 2026](https://tendernation.io/opportunities/01a15183-20fa-7396-87e7-40ce84cb0f4d/poland-license-management-software-package-dostawa-licencji-bezpieczenstwa-d) [Security software package – Pořízení a implementace integrovaného řešení EDR/XDR a SIEM · Fakultní nemocnice Plzeň · 30 days left · 18 Nov 2026](https://tendernation.io/opportunities/01a15183-1e5d-73ea-989e-b9c221c4c490/czechia-security-software-package-porizeni-a-implementace-integrovaneho-rese) [Computer servers – „Dostawa serwerów komputerowych wraz z dedykowanymi kartami graficznymi dla Copernicus PL Sp. z o.o.” · Copernicus Podmiot Leczniczy Spółka Z Ograniczoną Odpowiedzialnością · 3 days left · 22 Oct 2026](https://tendernation.io/opportunities/01a15183-08e5-7339-9a05-be1adf5996b5/poland-computer-servers-dostawa-serwerow-komputerowych-wraz-z-dedykowanymi) [Software package and information systems – Datenerfassungssystem · Dataport AöR · 15 days left · 3 Nov 2026](https://tendernation.io/opportunities/01a15183-43c5-7007-89f5-0ea2d1525f27/germany-software-package-and-information-systems-datenerfassungssystem)