---
title: "Avaya Aura Contact Centre System Replacement"
ocid: "ocds-h6vhtk-077596"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-077596"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-077596.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-077596.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "Greater Manchester Combined Authority"
published: "2026-09-18"
---

# Avaya Aura Contact Centre System Replacement

Buyer: Greater Manchester Combined Authority  
Current stage: Planning  
OCID: ocds-h6vhtk-077596

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-077596)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-077596.json)

## Summary

Greater Manchester Combined Authority, acting for Greater Manchester Police, is exploring replacement solutions for its Avaya Aura Contact Centre system and associated telephony platform. The service supports the routing of emergency 999 and non-emergency 101 calls to GMP call handlers in its Force Contact, Crime and Operations branch. The system also supports the Cell Allocation Unit, Estates team and IT Service Desk, serving roughly 1,000 to 1,500 users, excluding concurrent-user numbers. This is an IT services requirement covering contact-centre technology, telephony management, software, support and related consultancy. Delivery is for Greater Manchester Police in Greater Manchester. The intended contract is a single planned lot, and the procurement is identified as suitable for small and medium-sized enterprises.

This procurement is at the planning stage. GMCA and GMP are conducting preliminary market engagement to understand available replacement solutions, refine the requirements and help determine the most appropriate route to market. Interested suppliers are being asked to complete a questionnaire, with responses requested by 9 October 2026. This is engagement rather than an invitation to tender: formal tender documents have not yet been issued and the full specification is expected when a formal procurement starts. The planned contract period is from 1 January 2029 to 31 December 2034. The published plan identifies one lot and an estimated value above the applicable threshold. The procurement category is services, with IT services as the relevant classification.

The engagement is relevant to suppliers that design, replace, integrate or support critical public-sector contact-centre and telephony systems. Strong candidates are likely to understand high-availability call routing for emergency and non-emergency services, contact-centre operations, telephony platforms, software integration, user support and service transition. Experience of supporting several operational teams and a user base of approximately 1,000 to 1,500 people would be useful, particularly where service continuity and resilient handling of urgent calls are important. The buyer is seeking market information before finalising its specification and procurement approach, so suppliers can prepare by reviewing their replacement architectures, implementation methods, support models and relevant public-sector or similarly critical-service experience. Small and medium-sized businesses are expressly identified as suitable participants. This is a preparation and engagement exercise, not a contract currently available for bidding.

## Notice

Greater Manchester Combined Authority (GMCA), as the contracting authority for Greater Manchester Police (GMP), would like to hear from suppliers willing to share information about possible replacement solutions for its current Avaya Aura Contact Centre (AACC) system for the management its telephony platform. AACC is a critical component of the telephony platform, enabling the routing of emergency (999) and non-emergency (101) contact to GMP call handlers within its Force Contact, Crime, and Operations branch (FCCO). The system is also used by GMP's Cell Allocation Unit, Estates team, and IT Service Desk, equating to between roughly 1000-1500 users (not concurrent users).

### Planning Information

Prior to any procurement process, GMP is undertaking a period of market engagement. This will help the project team define the requirements.
Interested parties are invited to complete the short questionnaire included in this document, which will allow GMP to better understand the current market and assist the Force in the development of the final specification and most appropriate route to market.
Expressions of interest, and requests to complete the questionnaire can be made by contacting Chris Garner (GMP Procurement Officer) via email at procurement@gmp.police.uk.
Clarifications may also be sought via the same address. Please quote reference A1348 on all correspondence.
It should be noted that tender documents have not yet been issued for this contract. The full specification will be made available at the start of any formal procurement process.
The deadline for receipt of completed responses is 12:00 on Friday 9th October 2026.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/088758-2026 |
| 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 | 18 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 1 Jan 2029 - 31 Dec 2034 |
| 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 | Greater Manchester Combined Authority |
| Locality | MANCHESTER |
| Postcode area | Manchester |
| Postcode | M1 6EU |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD33 Manchester |
| Local authority | Manchester |
| Electoral ward | Deansgate |
| Westminster constituency | Manchester Central |
| Delivery location | TLD3 Greater Manchester |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 18 Sep 2026 at 14:50 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/088758-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/088758-2026
  18th September 2026 - Preliminary market engagement notice on Find a Tender

## Notice URLs

- http://www.gmp.police.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-077596. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-077596.json.