Contact Centre Omni Channel Telephony Tender - 145154829

Procurement Summary

Country: United Kingdom

Summary: Contact Centre Omni Channel Telephony

Deadline: 13 Oct 2026

Posting Date: 15 Jul 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 145154829

Document Ref. No.:

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: Refer Document

CPV Classification

64214200 - Telephone switchboard services
79511000 - Telephone operator services
79512000 - Call centre

Purchaser's Detail

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Tender Details

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-service via a customer portal, WhatsApp integration, and connectivity to GSA core platforms as required. Business Objectives The key objectives of this initiative are: Phase 1 • Improve customer experience through faster response times and consistent communication across channels • Increase operational ...

Documents

 Tender Notice