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CfT: Limerick City and County Council Corporate Telephony and Contact Centre Solution and Associated Services

Workarea:
Support Services- ICT
Tender submission deadline in (days/hours):
26/23
Name of Contracting Authority:
Limerick City and County Council_103432
Participating bodies:
Limerick City and County Council
Title:
Limerick City and County Council Corporate Telephony and Contact Centre Solution and Associated Services
CfT CA Unique ID:
Evaluation Mechanism:
Most Economically Advantageous Tender (MEAT)
Allow different Evaluation Mechanism in the MC/SC:
Description:
The Contracting Authority invites tenders for the supply, implementation, and ongoing support of a modern, resilient corporate telephony and contact centre solution to replace the existing phone system originally procured in 2017. The proposed solution must support organisation‑wide telephony requirements as well as high‑volume public‑facing services, including Customer Services and the Housing Assistance Payment (HAP) service. The objective of this procurement is to provide a stable, scalable, and fully supported solution that improves service continuity, call handling, reporting accuracy, and user experience, while integrating with the Council’s existing ICT environment. The scope of the competition is expected to include, but is not limited to: Core enterprise telephony services Call queues, hunt groups, IVR and call flow management Contact centre functionality for agents, supervisors, and administrators Reporting, analytics, and call recording capabilities Integration with Microsoft 365, identity services, and relevant business systems Handsets, headsets, and softphone options where required Implementation, migration, training, and transitional support Ongoing support, maintenance, and service level commitments The Contracting Authority is technology‑agnostic. Any references to existing platforms or technologies are provided for context only and shall not be interpreted as prescriptive.
Procurement Type:
Services
CPC Category:
Telecommunications services
Directive:
2014/24/EU (Classic)
Procedure:
Open
CfT Involves:
A Public Contract
CPV Codes:
79511000-Telephone operator services
45232332-Ancillary works for telecommunications
45314000-Installation of telecommunications equipment
45314200-Installation of telephone lines
45314100-Installation of telephone exchanges
Contact Point:
ICT Procurement (Telephony)
Award per Item:
No
Inclusion of e-Auctions :
No
NUTS codes:
IE0
Estimated value (EUR):
700,000
Above or Below threshold:
Above
Time-limit for receipt of tenders or requests to participate:
22/06/2026 13:00
Deadline for dispatching invitations:
End of clarification period:
05/06/2026 13:00
Tenders Opening Date:
22/06/2026 13:30
Allow suppliers to make an online Expression Of Interest:
Yes
Contract awarded in Lots:
No
Contract duration in months or years, including any options and renewals:
84 months
Validity of Tender in days or months:
180 days
EU funding:
No
Multiple tenders will be accepted:
No
Date of Publication/Invitation:
26/05/2026 03:31
TED links for published notices:
https://ted.europa.eu/udl?uri=TED:NOTICE:357241-202...
Date of Awarding:
Language of publication:
EN
Number of openers:
Two