---
title: "Single Telephony Solution for Customer Contact Centre and National Service Desk"
ocid: "ocds-b5fd17-0720a4c4-0b1a-46ed-a5ad-0692b08f9c7d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-0720a4c4-0b1a-46ed-a5ad-0692b08f9c7d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-0720a4c4-0b1a-46ed-a5ad-0692b08f9c7d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-0720a4c4-0b1a-46ed-a5ad-0692b08f9c7d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NHS ENGLAND"
published: "2025-10-07"
---

# Single Telephony Solution for Customer Contact Centre and National Service Desk

Buyer: NHS ENGLAND  
Current stage: Award  
OCID: ocds-b5fd17-0720a4c4-0b1a-46ed-a5ad-0692b08f9c7d

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-0720a4c4-0b1a-46ed-a5ad-0692b08f9c7d)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-0720a4c4-0b1a-46ed-a5ad-0692b08f9c7d.json)

## Summary

The procurement process led by NHS England involved the awarding of a contract for a "Single Telephony Solution for Customer Contact Centre and National Service Desk". This initiative falls under the call centre industry category, specifically classified as software packages and information systems. The contract was awarded to Puzzel Ltd on the 27th of August 2025, with the project running from 1st September 2025 to 31st August 2026. The procurement followed a selective method via a call-off from a framework agreement, with the tender period concluding on 1st August 2025. The project is located in the United Kingdom, at a minimum value of £250,743.

This tender presents a significant opportunity for businesses specialising in telecommunications and software solutions, offering growth potential in both customer reach and project size. Small and medium-sized enterprises (SME) and voluntary, community and social enterprises (VCSE) are encouraged to participate, aligning with NHS England's procurement objectives to nurture the involvement of diverse suppliers. Businesses capable of delivering comprehensive telephony solutions for large-scale service desks will find this contract particularly suitable, promising substantial exposure and potential for future engagements within the public health sector.

## Notice

Single Telephony Solution for Customer Contact Centre and National Service Desk

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/acdf6dfd-03b1-43aa-85be-c2b8a163e303 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Oct 2025 |
| Submission deadline | 1 Aug 2025 |
| Future notice date | Not specified |
| Award date | 26 Aug 2025 |
| Contract period | 31 Aug 2025 - 31 Aug 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £250,743 |
| Lots value | Not specified |
| Awards value | £752,231 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS ENGLAND |
| Locality | LONDON |
| Post town | South East London |
| Postcode | SE1 8UG |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI45 Lambeth |
| Local authority | Lambeth |
| Electoral ward | Waterloo & South Bank |
| Westminster constituency | Vauxhall and Camberwell Green |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | PUZZEL |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48000000 - Software package and information systems
- 79512000 - Call centre

## Release History

- 7 Oct 2025 at 15:02 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/acdf6dfd-03b1-43aa-85be-c2b8a163e303

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/acdf6dfd-03b1-43aa-85be-c2b8a163e303
  7th October 2025 - Awarded contract notice on Contracts Finder

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-0720a4c4-0b1a-46ed-a5ad-0692b08f9c7d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-0720a4c4-0b1a-46ed-a5ad-0692b08f9c7d.json.