Newcastle City Council · production

AWS Contact Centre Services (Amazon Q and Contact Lens)

"Cloud-based contact centre platform using Amazon Q and Contact Lens to support staff, transcribe calls, and provide service insights."

Publicly known

Owner: Newcastle City Council
Vendor: PwC, AWS

Undisclosed

Model architecture
Model performance benchmarks
Training data provenance

Who is actually being paid

Supplier arrangement · described jointly for all 2 suppliers

Role

Amazon Web Services provides the hosted contact centre platform and associated AI-enabled services. PwC supported system design, configuration, and initial implementation.

Procurement procedure

Framework call-off

Data access terms

AWS operates strictly as a data processor on behalf of Newcastle City Council. Council data is not used by AWS to train models. Access to data is limited to service operation and is controlled through council-managed, role-based permissions.

PwC

OC303525

Verified at Companies House · checked 4 November 2026

Registered as PRICEWATERHOUSECOOPERS LLP · Active · incorporated 2002

View on the register

AWS

09162820

Verified at Companies House · checked 4 November 2026

Registered as AWS (UK) LIMITED · Active · incorporated 2014

View on the register

Source: ATRS record · last updated Thu Aug 13 2026