008695 - Customer Contact Centre through digital and omni-channel
Newcastle City Council
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Key details
Procurement
- 98000000 Other community, social and personal services
- 48500000 Communication and multimedia software package
What happened
Newcastle City Council awarded this contract to AWS EMEA SARL UK on 22 Apr 2025.
Description
A Market Engagement Exercise was carried out as our current telephony platform does not meet our current or future needs and is driving costly support arrangements. Calls dropping audio problems and the inability to transfer some calls. The Market Engagement reviewed other available products and one solution fitted NCC needs for now and the future. A direct award to AWS was granted via the Yorkshire Procurement Organisation (YPO) Framework 1126 - Cloud Services, AI, Data Centre Management and Transformation Solutions, Lot 1 - Cloud Hosting Services. This solution is fully compliant with procurement regulations (PCR 2015) and offers a compliant route to market. We reviewed YPO 1126 framework and AWS provided the most competitive solution.
Awarded supplier
Contact
Identifiers
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View all →External ID: fts-ocds-h6vhtk-0508ef • Added 6 August 2026