---
title: "TRIV2025 - IT16 Contact Centre Transformation - Preliminary Market Engagement"
ocid: "ocds-h6vhtk-05ef6c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05ef6c"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05ef6c.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05ef6c.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "TRIVALLIS"
published: "2025-12-05"
---

# TRIV2025 - IT16 Contact Centre Transformation - Preliminary Market Engagement

Buyer: TRIVALLIS  
Current stage: Planning  
OCID: ocds-h6vhtk-05ef6c

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## Summary

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.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/080040-2025 |
| 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 |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 Dec 2025 |
| Submission deadline | Not specified |
| Future notice date | 2 Mar 2026 |
| Award date | Not specified |
| Contract period | 31 May 2026 - 31 May 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £250,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planning |
| Lots status | Planning |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | TRIVALLIS |
| Locality | PONTYPRIDD |
| Post town | Cardiff |
| Postcode | CF37 2SW |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL5 South East Wales |
| ITL 3 | TLL51 Central Valleys and Bridgend |
| Local authority | Rhondda Cynon Taf |
| Electoral ward | Pontypridd Town |
| Westminster constituency | Pontypridd |
| Delivery location | TLL Wales |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48333000 - Contact management software package

## Release History

- 5 Dec 2025 at 10:52 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/080040-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/080040-2025
  5th December 2025 - Preliminary market engagement notice on Find a Tender

## Notice URLs

- http://www.trivallis.co.uk
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-h6vhtk-05ef6c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05ef6c.json.