--- title: "Contact Centre Omni Channel Telephony" ocid: "ocds-h6vhtk-06c9fe" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06c9fe" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06c9fe.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06c9fe.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "GREENSQUAREACCORD LIMITED" published: "2026-07-13" --- # Contact Centre Omni Channel Telephony Buyer: GREENSQUAREACCORD LIMITED Current stage: Planning OCID: ocds-h6vhtk-06c9fe [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06c9fe) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06c9fe.json) ## Summary The public procurement process currently in the planning stage involves GREENSQUAREACCORD LIMITED, a sub-central government public authority based in Birmingham, United Kingdom. They aim to acquire a scalable, omni-channel contact centre telephony platform. The industry category is primarily services, including telephone switchboard and call centre services. The procurement method adopted is selective, using a competitive flexible procedure, which indicates a planned approach to shortlist suppliers based on criteria. Key dates include a deadline for expression of interest on 13th October 2026, with the tender award expected by 1st December 2026. This initiative will be carried out across multiple regions in the UK, making it a significant opportunity for various service providers. This tender represents a growth opportunity for businesses specialising in telecommunications and customer service solutions, particularly those equipped to deliver advanced omnichannel telephony systems. Companies with capabilities in voice, email, and SMS communications, as well as AI-driven and automation functionalities, will find this contract particularly aligned with their offerings. Small to medium enterprises (SMEs) focusing on modernising service delivery and digital transformation have the potential to leverage this procurement opportunity to expand their portfolio and strengthen their presence in the public sector market. ## Notice 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/065814-2026 | | 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 | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 13 Jul 2026 | | Submission deadline | 1 Oct 2026 | | Future notice date | 24 Sep 2026 | | Award date | Not specified | | Contract period | 30 Mar 2027 - 30 Mar 2030 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | GREENSQUAREACCORD LIMITED | | Locality | BIRMINGHAM | | Post town | Birmingham | | Postcode | B1 2JB | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG3 West Midlands | | ITL 3 | TLG31 Birmingham | | Local authority | Birmingham | | Electoral ward | Ladywood | | Westminster constituency | Birmingham Ladywood | | 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) | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 64214200 - Telephone switchboard services - 79511000 - Telephone operator services - 79512000 - Call centre ## Release History - 13 Jul 2026 at 16:58 - Planning - UK3 - Planned Procurement Notice - https://www.find-tender.service.gov.uk/Notice/065814-2026 ## Documents - https://www.find-tender.service.gov.uk/Notice/065814-2026 13th July 2026 - Planned procurement notice on Find a Tender ## Notice URLs - http://www.greensquareaccord.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-06c9fe. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06c9fe.json.