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    ContractsCustomer Contact Centre Telephony and CRM System Procurement
    Closed contract

    Customer Contact Centre Telephony and CRM System Procurement

    West Yorkshire Combined Authority invites suppliers to share market insights and expertise for developing a new Customer Contact Centre telephony and CRM system through a two-phase preliminary engagement exercise.

    🇬🇧United Kingdom· Yorkshire and the HumberPublished 24 Jul 2026· 3 months agoviaFind a Tender

    Decision brief

    4 fields
    • Contract value
      Not disclosed
      Source did not declare a figure
    • Closing date
      Not published
      No closing date published
    • Sector
      IT & Software
      Browse related listings
    • Location
      🇬🇧United Kingdom
      Yorkshire and the Humber

    Lifecycle

    Closed

    No longer open. Published 3 months ago.

    24 July 2026
    Closed — no tender deadline was published

    Brief

    West Yorkshire Combined Authority is seeking supplier input through a Preliminary Market Engagement (PME) exercise to develop requirements for a new Customer Contact Centre solution. This engagement allows suppliers to share market insights, best practices, and capability information to help shape the final procurement approach. The Authority is evaluating technology solutions across three functional areas: Contact Centre Platform, Workforce Management, and Lost Property Management. Suppliers may respond for one or multiple areas and can participate independently or in partnership. Key areas of interest include: market capability and delivery models, integration approaches, innovation opportunities, implementation timelines (mobilisation and complexity), and commercial models/pricing structures. Participation involves two phases: Phase 1 requires written responses to the Contact Centre Questionnaire (Appendix 2) by 12:00 PM on 10th August 2026; Phase 2 offers online presentations and Q&A sessions via Microsoft Teams on 18th and 20th August 2026. All interested suppliers are encouraged to participate, regardless of specialisation.

    Track record

    6 awards · 6 winners
    Open field

    No single supplier dominates the field.

    In it software, WEST YORKSHIRE COMBINED AUTHORITY has awarded 6 contracts to 6 suppliers.

    Who wins here
    1. Lanluas Limited1× · 17%
    2. SOFTCAT PLC1× · 17%
    3. SYSTRA1× · 17%
    4. PHOENIX SOFTWARE LTD1× · 17%
    5. Little Fish (UK) Limited1× · 17%
    6. VODAFONEPANAFON SA1× · 17%

    Across it software, the most active winners are SOFTCAT PLC, PHOENIX SOFTWARE LTD, INSIGHT DIRECT UK LIMITED — the field to beat, or your route in as a partner.

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    Take action
    View on sourceFind a Tender

    Original closed notice on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    find-tender.service.gov.uk
    Record ID
    ocds-h6vhtk-06d3bf

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    WY
    Buyer
    WEST YORKSHIRE COMBINED AUTHORITY
    Sector
    IT & Software