Contact Centre Omni Channel Telephony
Buyer: GREENSQUAREACCORD LIMITED
- Published
- 16 July 2026
- Estimated value
- £541,667
- Lots
- 1
- Notice number
- 067251-2026
- Reference
- ocds-h6vhtk-06cce6
- Official source
- Official source
CPV codes
- 32543000Telephone switchboards
- 79511000Telephone operator services
- 79512000Call centre
Description
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-serv…
Official publications
- FTS · 067251-2026 · 16 July 2026
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Frequently asked questions
- What is the estimated value of this tender?
- The estimated value published by the buyer is £541,667.
- Who is the buyer of this tender?
- The contracting authority is GREENSQUAREACCORD LIMITED (United Kingdom).
- How can I bid for public tenders in the United Kingdom?
- Bids are submitted through the official public procurement portal in the United Kingdom. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.
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