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Contact Centre Omni Channel Telephony

GREENSQUAREACCORD LIMITED

This public procurement record has 1 release in its history.

Planning

16 Jul 2026 at 13:10

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

GreensquareAccord Limited intends to procure a contact centre omni-channel telephony platform and related services. The solution is expected to support inbound and outbound voice, email and SMS, with workforce management for forecasting, scheduling and customer-service agent performance. It will provide end-to-end contact management across multiple channels and teams, with scope for future expansion into AI-supported services, automation and chatbots. Planned additional capabilities include channel shift, social media integration, out-of-hours services, customer-portal self-service, WhatsApp and connections to GreensquareAccord’s core platforms. The procurement is for telephone switchboards, telephone operator services and call-centre services, delivered for GreensquareAccord Limited, based in Birmingham.

This procurement is at the planning stage: GreensquareAccord Limited has stated an intention to procure and has not yet invited tenders. One lot is planned, with an estimated gross value of £650,000, equivalent to £541,667 excluding tax. The expected contract period is 23 December 2026 to 22 December 2029, with renewal provision potentially extending the arrangement to 22 December 2031. The buyer expects the next notice on 24 September 2026. Preliminary market engagement is planned: expressions of interest are expected by 30 July 2026, followed by a market-engagement requirement and questionnaire, with responses expected by 13 August 2026. The lot is identified as suitable for SMEs.

This planned procurement should suit suppliers of scalable cloud or hosted contact-centre telephony and customer-interaction platforms, particularly those able to combine voice, email and SMS with workforce management. Relevant capability includes handling interactions across teams, preserving customer context between digital and voice channels, and supporting phased expansion into AI, automation, chatbots, self-service, social media and WhatsApp. Suppliers should be prepared to demonstrate integration with existing core platforms and the ability to support channel shift, out-of-hours services and reliable operational performance. The scope is explicitly considered suitable for small and medium-sized enterprises, making it relevant to specialist platform providers, contact-centre technology firms and capable implementation partners preparing for the future tender.

How relevant is this notice?

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.

Planning Information

Suppliers wishing to express an interest in participating will be asked to submit an Expression of Interest (EOI) within 10 days of the notice being issued. EOIs should be submitted to procurement@greensquareaccord.co.uk (Deadline to request: 30/07/2026) Following receipt of an EOI, interested suppliers will be issued with: • A market engagement Requirement • A market engagement questionnaire Suppliers will be given a 10 day response period to complete and return the questionnaire. (Deadline: 13/08/2026)

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06cce6
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/067251-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

32543000 - Telephone switchboards

79511000 - Telephone operator services

79512000 - Call centre

Notice Value(s)

Tender Value
£541,667 £500K-£1M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
16 Jul 20262 months ago
Submission Deadline
Not specified
Future Notice Date
24 Sep 2026Expired
Award Date
Not specified
Contract Period
23 Dec 2026 - 22 Dec 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
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
Postcode Area
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
Not specified
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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