---
title: "Provision of Genesys Cloud Contact Centre"
ocid: "ocds-b5fd17-1f9f5e8c-272d-42d9-9309-54b91a3eb30c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1f9f5e8c-272d-42d9-9309-54b91a3eb30c"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1f9f5e8c-272d-42d9-9309-54b91a3eb30c.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-1f9f5e8c-272d-42d9-9309-54b91a3eb30c.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "Department for Business and Trade"
published: "2026-09-22"
---

# Provision of Genesys Cloud Contact Centre

Buyer: Department for Business and Trade  
Current stage: Award  
OCID: ocds-b5fd17-1f9f5e8c-272d-42d9-9309-54b91a3eb30c

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## Summary

The Department for Business and Trade procured a Genesys Cloud contact centre service to support the newly created Fair Work Agency. This is a telecommunications and contact-centre technology service, covering the provision of the Genesys Cloud platform and associated service capability. Delivery is intended to support operations across the United Kingdom, the Channel Islands, the Isle of Man, Europe, British Overseas Territories and other locations worldwide. The requirement sits within the wider public-sector telecommunications services market and would suit providers of cloud contact-centre platforms, implementation and operational support. The buyer is the Department for Business and Trade, based at the Old Admiralty Building in London.

The procurement has been completed and the contract was awarded on 26 August 2026 to British Telecommunications PLC. It was run as a selective call-off from the RM6116 framework agreement. The awarded value is £322,687, with a committed first-year spend of £133,386.67 excluding VAT; the overall value allows for additional first-year service spend and a potential second optional year. The contract period runs from 27 August 2026 to 1 September 2027. The tender submission deadline was 26 August 2026 at 17:00. The opportunity was identified as suitable for small and medium-sized enterprises and was evaluated through the framework call-off process.

For a supplier that did not win this procurement, the award demonstrates demand from the Department for Business and Trade for a cloud-based contact-centre service supporting a newly established public agency. A credible competitor for a future requirement would need to provide Genesys Cloud capability, together with the technical delivery, service management and operational support needed to run a contact centre across UK and international locations. Experience delivering reliable telecommunications or contact-centre services to public-sector organisations would strengthen a bid. Suppliers should also be able to compete through the relevant framework route, understand public-sector service requirements and demonstrate sufficient capacity to support additional usage during the service term.

## Notice

Provision of the Genesys Cloud Contact Centre to support the newly created Fair Work Agency. This contract was procured through RM6116. The committed first year spend is PS133,386.67 (ex VAT). The first year of the contract formally begins once the system is live. The contract value is set to cover any additional spend that may be required through the service in the first year, as well as the potential spend for the second optional year of the contract.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/6ac289ac-95e0-4e80-be51-43e4f7b672ce |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 22 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 26 Aug 2026 |
| Contract period | 27 Aug 2026 - 1 Sep 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £322,687 |
| Lots value | Not specified |
| Awards value | £322,687 |
| 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 | Department for Business and Trade |
| Locality | LONDON |
| Postcode area | South West London |
| Postcode | SW1A 2DY |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | BT PLC |

## CPV Codes

### Divisions

- 64 - Postal and telecommunications services

### Codes

- 64220000 - Telecommunication services except telephone and data transmission services

## Release History

- 22 Sep 2026 at 09:48 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/6ac289ac-95e0-4e80-be51-43e4f7b672ce

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/6ac289ac-95e0-4e80-be51-43e4f7b672ce
  22nd September 2026 - 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-b5fd17-1f9f5e8c-272d-42d9-9309-54b91a3eb30c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-1f9f5e8c-272d-42d9-9309-54b91a3eb30c.json.