---
title: "Unified Customer Relationship Management System and Contact Centre Platform"
ocid: "ocds-h6vhtk-06ed51"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06ed51"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06ed51.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06ed51.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "Liverpool City Region Combined Authority"
published: "2026-08-27"
---

# Unified Customer Relationship Management System and Contact Centre Platform

Buyer: Liverpool City Region Combined Authority  
Current stage: Planning  
OCID: ocds-h6vhtk-06ed51

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06ed51.json)

## Summary

Liverpool City Region Combined Authority intends to procure a unified customer relationship management system and contact centre platform for delivery across the Liverpool City Region. This is a technology and IT support services requirement covering customer relationship management software, telephone switchboard capability and related consulting, software development, integration and ongoing support. The authority wants a solution that brings customer relationship management and contact centre functions together, interoperates with existing systems and infrastructure, and supports the delivery of customer-facing services. Potential suppliers may offer technology platforms, implementation and service support, with the work classified under customer relationship management software, telephone switchboards and IT services. The procurement is categorised as services and is intended for delivery in the Liverpool City Region.

This procurement is at the planning stage and is not a call for competition. The authority is conducting preliminary market engagement to understand available solutions, delivery models and service design before progressing to a tender. It is seeking information on interoperability, integration with existing systems, commercial models and pricing, implementation and mobilisation timelines, and ongoing support, maintenance and service levels. The authority has scheduled market-engagement submissions for 10 September 2026. The expected contract period is 2 November 2026 to 31 October 2031, with a possible extension to 31 October 2033; renewal is anticipated. There is one planned lot, and the procurement is above the applicable threshold. The lot is identified as suitable for small and medium-sized enterprises.

This process should suit suppliers able to provide an integrated CRM and contact-centre platform, together with the technical consultancy and service capability needed to implement and operate it. Relevant strengths include interoperability and systems integration, telephone and contact-centre technology, software configuration or development, data and infrastructure integration, mobilisation planning, and long-term maintenance and support. Suppliers should be ready to explain different delivery models, service designs, pricing approaches and service-level arrangements, as these are specifically areas the authority wants to examine through engagement. The planned lot is marked as suitable for SMEs, so smaller specialist technology providers may be well placed to contribute, either with a complete platform or through a focused capability within a wider delivery model.

## Notice

** Not a call for Competition** Liverpool City Region Combined Authority is conducting PME to gain insight to what solutions are on the market for a Unified Customer Relationship Management System and Contact Centre Platform. LCRCA would be interested in understanding delivery models and service design: * Technology platforms and interoperability * Integration with existing systems and infrastructure * Commercial models and pricing structures * Implementation approaches and mobilisation timelines * Ongoing support, maintenance, and service levels

### Planning Information

DN827315 - PME submissions must be via the Chest Portal. 
If the expression of interest section does not allow you to upload the document please submit via the messaging centre.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/081648-2026 |
| 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 | 27 Aug 2026 |
| Submission deadline | Not specified |
| Future notice date | 10 Sep 2026 |
| Award date | Not specified |
| Contract period | 2 Nov 2026 - 31 Oct 2031 |
| 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 | Planning |
| Lots status | Planning |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Liverpool City Region Combined Authority |
| Locality | LIVERPOOL |
| Postcode area | Liverpool |
| Postcode | L3 1BP |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD7 Merseyside |
| ITL 3 | TLD72 Liverpool |
| Local authority | Liverpool |
| Electoral ward | Waterfront South |
| Westminster constituency | Liverpool Riverside |
| Delivery location | TLD7 Merseyside |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 32543000 - Telephone switchboards
- 48445000 - Customer Relation Management software package
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 27 Aug 2026 at 10:49 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/081648-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/081648-2026
  27th August 2026 - Preliminary market engagement notice on Find a Tender

## Notice URLs

- 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-06ed51. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06ed51.json.