Notice Information
Notice Title
Contact Centre Omni Channel Telephony
Notice Description
GSA requires a scalable, omni-channel contact centre telephony platform that supports inbound and outbound voice services, alongside email and SMS communication. It will also incorporate workforce management capabilities to enable effective forecasting, scheduling, and performance management of customer service agents. The solution will provide a reliable and efficient contact handling environment, enabling customer service agents to manage interactions across multiple channels and teams, delivering end-to-end customer contact management. The platform will be designed with scalability in mind, allowing for future expansion into a fully omni-channel solution. This will incorporate AI-driven capabilities, automation, and chatbot functionality to improve customer experience and operational efficiency. It will also support seamless movement of customers between digital and voice channels while retaining context and customer history, reducing the need for customers to repeat information. Additional capabilities based on the following phased approach, will include implementations that will promote and support, channel shift, social media integration, out-of-hours functionality, self-service via a customer portal, WhatsApp integration, and connectivity to GSA core platforms as required. Business Objectives The key objectives of this initiative are: Phase 1 * Improve customer experience through faster response times and consistent communication across channels * Increase operational efficiency by streamlining agent workflows and automating routine tasks * Enable multi-channel engagement (voice, email, SMS) from a single platform * Provide scalability to support growing customer demand and flexibility as customer contact channels evolve. A modern contact centre should allow interactions to flow between digital and voice channels while retaining context and customer history, reducing the need for customers to repeat information * Implement robust reporting and workforce management capabilities Phase 2 Lay the foundation for omnichannel and AI capabilities, including: * Intelligent routing * Chatbots and virtual assistants * Predictive analytics * Capabilities such as call summaries, agent assist, intent recognition, and sentiment analysis * Introduce additional digital channels and services, including: o Customer self-service portal o Social media channels o Channel switching (movement between channels) o Digital concierge (triage) In Scope / Out of Scope In Scope: * Telephony (Voice) o Inbound call handling o Outbound calling capabilities (manual and automated) o Call routing and queuing o IVR (Interactive Voice Response) o Workforce management * Digital Communication o Email management (inbound/outbound) o SMS/text messaging (inbound/outbound) * Agent Functionality o Unified agent desktop/interface o Call controls (hold, transfer, mute, conference) o Interaction history * Reporting & Analytics o Operational reporting (call volumes, wait times, agent performance, workforce management) * Scalability o A cloud-based or scalable architecture should be implemented to support future growth, ensuring the solution remains evergreen and adaptable to evolving business needs. Out of Scope (For initial phase 1) * Full omnichannel integration (e.g. social media, web chat) * Advanced AI-driven automation (to be considered in future phases) * Complex MRI integration * Advanced speech analytics (beyond reporting) This is required to modernise the service, support hybrid working, improve customer engagement, and reduce estate and operating costs. Estimated budget of PS650k inc VAT.
Lot Information
Lot 1
Renewal: The contract can be extended 2 * 12 months should GSA wish to continue services once the initial term has been completed. Notice period to be discussed with potential supplier.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-06c9fe
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/065814-2026
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- UK3 - Planned Procurement Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Competitive flexible procedure
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
64 - Postal and telecommunications services
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
64214200 - Telephone switchboard services
79511000 - Telephone operator services
79512000 - Call centre
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 13 Jul 20262 days ago
- Submission Deadline
- 1 Oct 20263 months to go
- Future Notice Date
- 24 Sep 20263 months to go
- Award Date
- Not specified
- Contract Period
- 30 Mar 2027 - 30 Mar 2030 3-4 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
- GREENSQUAREACCORD 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
- BIRMINGHAM
- Postcode
- B1 2JB
- Post Town
- Birmingham
- Country
- England
-
- Major Region (ITL 1)
- TLG West Midlands (England)
- Basic Region (ITL 2)
- TLG3 West Midlands
- Small Region (ITL 3)
- TLG31 Birmingham
- Delivery Location
- TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England)
-
- Local Authority
- Birmingham
- Electoral Ward
- Ladywood
- Westminster Constituency
- Birmingham Ladywood
Further Information
Notice Documents
-
https://www.find-tender.service.gov.uk/Notice/065814-2026
13th July 2026 - Planned procurement notice on Find a Tender
Open Contracting Data Standard (OCDS)
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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