URL: https://democracy.lichfielddc.gov.uk/ieDecisionDetails.aspx?ID=766

Decision Maker: Leader of the Council

Outcome:

Is Key Decision?: Yes

Is Callable In?: Yes

Purpose: The council utilises a contact centre system to manage incoming and outgoing calls, live chats and WhatsApp messages. The system also delivers voice recognition AI integration that helps to answer customer calls without the need to speak to an agent. Call recording and monitoring facilities are included in the solution.    The system is well embedded within the organisation, underpins the council’s PCI compliance and is also integrated into external systems including MS teams and Meta (WhatsApp).   The current contract is with 8x8 UK Limited and the system is well liked by all staff using it. No customer complaints, performance concerns, or contract issues have been experienced within the current contract period.   Based on the positive experience of the system to date from customers and staff and the level of integration, it is recommended the new contract is awarded to the incumbent supplier through a direct award. The supplier has also confirmed they will hold costs from the previous year for all existing elements, thus avoiding inflationary increases and within agreed budgets.

Content: The council utilises a contact centre system to manage incoming and outgoing calls, live chats and WhatsApp messages. The system also delivers voice recognition AI integration that helps to answer customer calls without the need to speak to an agent. Call recording and monitoring facilities are included in the solution.    The system is well embedded within the organisation, underpins the council’s PCI compliance and is also integrated into external systems including MS teams and Meta (WhatsApp).   The current contract is with 8x8 UK Limited and the system is well liked by all staff using it. No customer complaints, performance concerns, or contract issues have been experienced within the current contract period.   Based on the positive experience of the system to date from customers and staff and the level of integration, it is recommended the new contract is awarded to the incumbent supplier through a direct award. The supplier has also confirmed they will hold costs from the previous year for all existing elements, thus avoiding inflationary increases and within agreed budgets. The Leader of the Council to approved the award of a 4-year call-off contract to 8x8 through the KCS price tested Y22007 framework.

Date of Decision: July 29, 2025