--- title: "Contact Centre Omni Channel Telephony" ocid: "ocds-h6vhtk-06cce6" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06cce6" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06cce6.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06cce6.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "GREENSQUAREACCORD LIMITED" published: "2026-07-16" --- # Contact Centre Omni Channel Telephony Buyer: GREENSQUAREACCORD LIMITED Current stage: Planning OCID: ocds-h6vhtk-06cce6 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06cce6) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06cce6.json) ## Summary The procurement process initiated by GREENSQUAREACCORD LIMITED, a sub-central government public authority in the UK, focuses on the acquisition of a scalable, omni-channel contact centre telephony platform. This platform will support various communication channels such as voice, email, and SMS, along with workforce management capabilities. The procurement, in the planning stage as of 16th July 2026, invites suppliers to express interest by 30th July 2026, with a subsequent deadline on 13th August 2026 for completing a market engagement questionnaire. The contact centre services fall within the categories of telephone switchboards, telephone operator services, and call centres. Located in Birmingham, GREENSQUAREACCORD LIMITED's initiative is set for a contract period starting in December 2026 and potentially extending to December 2031. This tender presents a significant opportunity for businesses specialising in telephony and contact centre solutions to expand their market reach with a public authority. Companies capable of providing integrated communication solutions, particularly those with AI-driven capabilities, automation, and advanced customer interaction management, will find this procurement beneficial for business growth. Small and medium-sized enterprises (SMEs) are encouraged to participate, as the tender includes a planned approach for further implementations, encompassing social media and WhatsApp integration, self-service customer portals, and other enhancements to meet evolving customer service needs. ## 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. ### 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) ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/067251-2026 | | 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 | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 16 Jul 2026 | | Submission deadline | Not specified | | Future notice date | 24 Sep 2026 | | Award date | Not specified | | Contract period | 23 Dec 2026 - 22 Dec 2029 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £541,667 | | 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 | 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 | Not specified | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 32543000 - Telephone switchboards - 79511000 - Telephone operator services - 79512000 - Call centre ## Release History - 16 Jul 2026 at 12:10 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/067251-2026 ## Documents - https://www.find-tender.service.gov.uk/Notice/067251-2026 16th July 2026 - Preliminary market engagement 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-06cce6. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06cce6.json.