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Contact Centre Software/Contact Centre as a Solution

The Riverside Group Limited

This public procurement record has 2 releases in its history.

PlanningUpdate

05 Aug 2026 at 12:26

UK1 - Pipeline Notice
Planning

30 May 2025 at 10:28

UK1 - Pipeline Notice
Summary of the contracting process

The Riverside Group Limited intends to procure a contact centre software solution for use across the United Kingdom. The requirement covers implementation and ongoing support for the software, with workforce management capabilities potentially included. The solution is intended for contact centre operations and may include communication software, contact management functionality, software implementation and software support services. The procurement is classified primarily as goods, although the scope includes significant implementation and support activity. It is arranged as one planned lot. Suppliers should assess whether they can provide a complete contact centre platform, implement it for a large organisation and support its operation across the contract term.

This procurement is at the planning stage: The Riverside Group Limited has announced an intention to procure, but has not yet invited tenders. The buyer currently expects to publish the next notice on 1 April 2027. It is planning one lot, with an anticipated contract period from 8 June 2028 to 7 June 2033, representing a desired term of more than five years. The estimated value is approximately £2.5 million. The planned requirement and dates have been amended because commencement of the project was delayed. The record does not set out a procurement method, evaluation criteria, eligibility requirements or a response deadline. These details may be established before the market-stage procurement begins.

This planned procurement is likely to suit suppliers of contact centre platforms that can provide implementation, continuing technical support and, potentially, workforce management functionality. Businesses with experience delivering communication software, contact management systems and software support services should consider preparing for the future procurement. The requirement favours providers able to offer an end-to-end service rather than software licensing alone: the scope combines solution delivery with implementation and ongoing support. Systems integrators, specialist contact centre technology providers and software vendors with suitable implementation partners may be well placed to compete. Suppliers should be ready to demonstrate how their platform supports contact centre operations and can be maintained throughout a long-term public-sector arrangement.

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Notice Information

Notice Title

Contact Centre Software/Contact Centre as a Solution

Notice Description

The provision (implementation and ongoing support) of Contact Centre Software solution, potentially to include Workforce Management capabilities. A 5+ year contract is currently desired with an estimated value of approximately PS2.5 million.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-052964
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/074149-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK1 - Pipeline Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

48510000 - Communication software package

72212333 - Contact management software development services

72261000 - Software support services

72263000 - Software implementation services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
5 Aug 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
1 Apr 20278 months to go
Award Date
Not specified
Contract Period
8 Jun 2028 - 7 Jun 2033 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
The Riverside Group Limited
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SPEKE, LIVERPOOL
Postcode
L24 8RF
Postcode Area
Liverpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD7 Merseyside
Small Region (ITL 3)
TLD72 Liverpool
Delivery Location
Not specified
Local Authority
Liverpool
Electoral Ward
Garston
Westminster Constituency
Liverpool Garston

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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