Replacement of Corporate Telephony and Contact Centre Environment
Buyer: Link Group
- Published
- 30 July 2026
- Place of performance
- UKM75
- Lots
- 1
- Notice number
- 072318-2026
- Reference
- ocds-h6vhtk-06d7f3
- Official source
- Official source
CPV codes
- 64210000Telephone and data transmission services
- 32500000Telecommunications equipment and supplies
Description
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 …
Official publications
- FTS · 072318-2026 · 30 July 2026
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Frequently asked questions
- Who is the buyer of this tender?
- The contracting authority is Link Group (United Kingdom).
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