---
title: "Replacement of Corporate Telephony and Contact Centre Environment"
ocid: "ocds-r6ebe6-0000838193"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000838193"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000838193.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000838193.json"
source: "Public Contracts Scotland"
current_stage: "Planning"
buyer: "LINK GROUP"
published: "2026-07-30"
---

# Replacement of Corporate Telephony and Contact Centre Environment

Buyer: LINK GROUP  
Current stage: Planning  
OCID: ocds-r6ebe6-0000838193

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## Summary

Link Group, a prominent contracting authority headquartered in Edinburgh, has issued a Prior Information Notice (PIN) concerning the modernisation of its corporate telephony and contact centre environment. The initiative is in the planning stage and is part of a broader effort to enhance customer experience. The project, titled "Replacement of Corporate Telephony and Contact Centre Environment," aims to establish a cloud-based, scalable Contact Centre as a Service (CCaaS) platform that integrates various communication channels like voice, messaging, and social media. Located at Link House, 2C New Mart Road, Edinburgh, this procurement falls under the services industry category, specifically covering housing and community amenities. Key dates include an anticipated formal procurement invitation scheduled for October 2026.

This tender presents an excellent opportunity for businesses specialising in telephony solutions, customer engagement platforms, and related technologies. Companies providing cloud-based contact management systems, AI-driven insights, and multi-channel customer service solutions are particularly well-suited to participate. By transforming Link Group’s contact management systems, vendors can help enhance service delivery across various sectors, including housing, property management, and community support. This project is ideal for businesses ready to support wide-reaching, scalable solutions that can accommodate diverse operational needs and improve overall customer satisfaction.

## Notice

Link Group, the Contracting Authority, is seeking to modernise its telephony and contact management environment as part of a wider customer experience transformation. The requirement is not limited to a like-for-like telephony replacement. Link is seeking to understand how the market can support a move from fragmented channels and siloed systems towards a single, integrated and insight-led contact management platform. The primary objective is to implement a modern, scalable, cloud-based Contact Centre as a Service (CCaaS) solution capable of supporting seamless multi-channel customer engagement across voice, live chat, messaging, social media and future digital channels. Link is particularly interested in solutions that can provide a single view of the customer, intelligent routing based on customer intent and need, real-time operational visibility, workforce engagement capability and data-driven insight across the end-to-end customer journey. This Prior Information Notice (PIN) is issued solely to initiate a Preliminary Market Consultation exercise. The purpose is to test market capability, understand available delivery models, inform Link's emerging specification and procurement strategy, and explore how suppliers can support both technology replacement and service transformation outcomes, including automation, virtual assistants, AI-assisted colleague support, workforce management and customer journey-led redesign. Link's emerging priorities include reducing repeat contact, redials, avoidable transfers and misdirected queries; improving colleague access to customer history and knowledge prompts; enabling real-time demand management and reporting; increasing digital adoption through automation and self-service; and ensuring that future technology is aligned to priority customer journeys rather than being designed around existing channel structures.

### Lot Information

Lot 1

Link Group is a group of social enterprise companies and one of Scotland's largest social landlords. Link Group provides affordable housing, property management, regeneration, advice, financial inclusion, employability, care and support services to a large and diverse customer base across Scotland. Link Group serves more than 20,000 customers and provides housing management services to circa 16,000 tenants in social rented accommodation, including general needs and sheltered housing. The Link Group structure includes a number of related organisations and service areas that collectively deliver housing, property, care, support and community-based services. These include Link Group Ltd, which provides core group functions; Link Group Housing Services, which delivers housing management services for social rented tenants; C~urb, which brings together development, property management, letting, factoring and property maintenance activities; Horizon Housing Association, which provides affordable housing and services that support people with impairments to live independently; Larkfield Housing Association, a community-based Registered Social Landlord in Greenock; LinkLiving, which provides person-centred care, housing support and wellbeing services, and West Highland Housing Association, which provides affordable housing, property management, and maintenance services across the Lorn area and the Inner Hebridean islands of Scotland. The proposed replacement of telephony and contact centre systems is intended to support the wider Link Group operating environment rather than a single isolated service area. The future solution may therefore need to support multiple customer-facing and colleague-facing functions across housing, repairs, property management, factoring, care and support, advice, employability, development and corporate services. The Customer Service Centre (CSC) acts as a primary customer contact function, managing enquiries across housing, repairs, income, complaints and related services. Link also operates specialist customer-facing teams, including services supporting housing applications, registrations, lettings, responsive repairs, planned maintenance, compliance activities and property-related enquiries. These teams collectively support high-volume contact across a broad range of customer journeys. For market-sizing purposes, Link currently anticipates a future licence requirement in the region of 250-500 user licences across the Group, subject to confirmation through future operating model development, service design and multi-skilling activity. Given the scale and breadth of these services, effective contact management is central to Link's ability to provide responsive, accessible and joined-up services to tenants, owners, applicants, private rented sector customers, supported people, partners and other stakeholders. This group-wide context is important because suppliers may be required to demonstrate how their proposed solution can support different operating models, service hours, customer journeys, user groups, reporting requirements, call flows, contact channels and integration needs across Link Group. Link is therefore seeking market insight into solutions that can provide scalable, resilient and configurable contact management capability across the full breadth of the group, while enabling consistent customer experience, improved colleague access to information and better operational insight.. See Attached Document

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL561273 |
| Notice type | OJEU - F1 - Prior Information Notice |
| Procurement type | Standard |
| Procurement category | Services |
| 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 | 30 Jul 2026 |
| Submission deadline | Not specified |
| Future notice date | 2 Oct 2026 |
| Award date | Not specified |
| Contract period | Not specified |
| 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 | LINK GROUP |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH14 1RL |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM13 City of Edinburgh |
| Local authority | City of Edinburgh |
| Electoral ward | Fountainbridge/Craiglockhart |
| Westminster constituency | Edinburgh South West |
| Delivery location | TLM75 City of Edinburgh |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 64 - Postal and telecommunications services

### Codes

- 32500000 - Telecommunications equipment and supplies
- 64210000 - Telephone and data transmission services

## Release History

- 30 Jul 2026 at 00:00 - Planning - OJEU - F1 - Prior Information Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL561273

## Documents

- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUL561273&idx=2
  30th July 2026 - Link Group Telephony and Contact Centre PIN Questionnaire
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUL561273&idx=1
  30th July 2026 - Link Group - requirements overview and information about the current systems
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL561273
  Replacement of Corporate Telephony and Contact Centre Environment - Link Group, the Contracting Authority, is seeking to modernise its telephony and contact management environment as part of a wider customer experience transformation. The requirement is not limited to a like-for-like telephony replacement. Link is seeking to understand how the market can support a move from fragmented channels and siloed systems towards a single, integrated and insight-led contact management platform. The primary objective is to implement a modern, scalable, cloud-based Contact Centre as a Service (CCaaS) solution capable of supporting seamless multi-channel customer engagement across voice, live chat, messaging, social media and future digital channels. Link is particularly interested in solutions that can provide a single view of the customer, intelligent routing based on customer intent and need, real-time operational visibility, workforce engagement capability and data-driven insight across the end-to-end customer journey. This Prior Information Notice (PIN) is issued solely to initiate a Preliminary Market Consultation exercise. The purpose is to test market capability, understand available delivery models, inform Link's emerging specification and procurement strategy, and explore how suppliers can support both technology replacement and service transformation outcomes, including automation, virtual assistants, AI-assisted colleague support, workforce management and customer journey-led redesign. Link's emerging priorities include reducing repeat contact, redials, avoidable transfers and misdirected queries; improving colleague access to customer history and knowledge prompts; enabling real-time demand management and reporting; increasing digital adoption through automation and self-service; and ensuring that future technology is aligned to priority customer journeys rather than being designed around existing channel structures.

## Notice URLs

- http://
- http://www.publiccontractsscotland.gov.uk
- http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=838193
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000838193
- https://linkhousing.org.uk

## 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-r6ebe6-0000838193. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000838193.json.