Planning

TRIV2025 - IT16 Contact Centre Transformation - Preliminary Market Engagement

TRIVALLIS

This public procurement record has 1 release in its history.

Planning

05 Dec 2025 at 10:52

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Trivallis, a community mutual housing association based in Pontypridd, South Wales, is progressing through the planning stage of a procurement process aimed at transforming their contact centre. As part of their preliminary market engagement, Trivallis is seeking suppliers with suitable software solutions to enhance their contact centre operations. The procurement is categorised under "goods," specifically targeting contact management software. Interested suppliers are invited to respond to a detailed questionnaire by 7th January 2026, marking their submission with reference TRIV2025-IT16. This market engagement is guided by Welsh devolved regulations, and the procurement is considered above the threshold with a gross value of £300,000. The procurement team can be contacted via email at procurement@trivallis.co.uk.

This tender provides an excellent opportunity for suppliers of contact management software packages to partner with Trivallis in their initiative to modernise their contact centre. Businesses that specialise in CRM integration, omni-channel communication, and AI-enhanced customer service tools will find this opportunity promising, especially if they can support Trivallis’ vision of integrating Microsoft Teams and Dynamics. With a contract period potentially extending up to 2031, companies capable of offering innovative solutions and exploring full lifecycle costing will be well-positioned. SMEs with expertise in software solutions that improve analytics, agent management, and telephony integration should consider exploring this procurement process for potential partnership and growth.

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Notice Information

Notice Title

TRIV2025 - IT16 Contact Centre Transformation - Preliminary Market Engagement

Notice Description

Trivallis are a community mutual housing association, which is owned by our tenants, routed in our local communities and working through collaboration and partnership. We provide homes to 25,000 people across South Wales. Our primary role is providing homes which are safe, secure and affordable to people who are in the greatest need. Trivallis are undertaking preliminary market engagement to assist with potentially procuring a software solution for their contact centre. The purpose of the preliminary market engagement, is to engage with suitable suppliers, which have suitable solutions to assist with the following: 1) develop the authority's requirements and approach to the procurement; 2) help to design a procedure, conditions of participation or award criteria; 3) help in preparing the tender notice and associated tender documents; 4) identify suppliers that may be able to supply the goods, and services required; 5) consider the value for money in progressing with a new solution and any other market insight that the engagement can provide. This Preliminary Market Engagement will be conducted by sending a questionnaire to all interested parties, with a range of question for them to answer. The outcome of the engagement exercise and the potential procurement procedure that will result, will help Trivallis achieve its aims below: *Confirm a plan for the contact centre to ensure the right solution supports the long-term vision *Implement a new contact centre solution which has been driven by tenant feedback, staff engagement and board approval *Procure a solution which serves and integrates other departments in the business, such as Planners, Rent Account Managers, etc *Ensure the new solution is aligned with the Trivallis Outcomes and Benefits which have been identified *Integrate Microsoft Teams for inbound/outbound Telephony *Have full integration with Microsoft Dynamics (CRM) *OMNI channel communication *Improve reporting and Analytics *Improve agent management *Potentially use AI / machine learning to improve customer services *Consider the full lifecycle costing of implementing a new system and its aintenance including keeping pace with technology as it progresses Our questionnaire will be issued to potential suppliers by them emailing our procurement mailbox, please use reference TRIV2025-IT16, the email address is; procurement@trivallis.co.uk There is a strict 300 word limit for each question in the questionnaire that is returned, in order to make the engagement manageable. Trivallis reserve the right to disregard any questionnaire submissions that do not adhere to this limit. Trivallis will not be publishing the results of this engagement it will be used to inform the next stages if this progresses. Suppliers should identify any information they send as part of the questionnaire return, which is confidential or intellectual property. Trivallis will not share any confidential supplier information. If a procurement procedure is entered into at a later date, Trivallis will consider the sharing of any relevant information that has been gathered or exchanged with suppliers, as part of the tender process. It is not anticipated that this will be the case at this time. Contracting authorities who undertake preliminary market engagement are not obliged to proceed with the procurement, and Trivallis reserves the right not to progress after this stage. The deadline for completed returned questionnaires is the 7th of January @ 12 o'clock midday.

Planning Information

Trivallis will issue a questionnaire by contacting their procurement mailbox; procurement@trivallis.co.uk

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05ef6c
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/080040-2025
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement 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

CPV Codes

48333000 - Contact management software package

Notice Value(s)

Tender Value
£250,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
5 Dec 20252 months ago
Submission Deadline
Not specified
Future Notice Date
2 Mar 20261 weeks to go
Award Date
Not specified
Contract Period
31 May 2026 - 31 May 2029 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
TRIVALLIS
Contact Name
Procurement Team
Contact Email
procurement@trivallis.co.uk
Contact Phone
Not specified

Buyer Location

Locality
PONTYPRIDD
Postcode
CF37 2SW
Post Town
Cardiff
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL5 South East Wales
Small Region (ITL 3)
TLL51 Central Valleys and Bridgend
Delivery Location
TLL Wales
Local Authority
Rhondda Cynon Taf
Electoral Ward
Pontypridd Town
Westminster Constituency
Pontypridd

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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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