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    ContractsOmni-Channel Contact Centre Telephony Platform
    Closed contract

    Omni-Channel Contact Centre Telephony Platform

    GSA requires a scalable omni-channel contact centre platform supporting voice, email, and SMS with workforce management and AI-ready capabilities.

    🇬🇧United Kingdom· West MidlandsPublished 13 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
      Media & Communications
      Browse related listings
    • Location
      🇬🇧United Kingdom
      West Midlands

    Lifecycle

    Closed

    No longer open. Published 3 months ago.

    13 July 2026
    Closed — no tender deadline was published

    Brief

    GSA is seeking a scalable, cloud-based contact centre telephony platform to modernise customer service operations. The solution must support inbound and outbound voice services, email, and SMS communications from a single unified agent interface. It will include integrated workforce management capabilities for forecasting, scheduling, and agent performance tracking, enabling efficient multi-channel customer interactions while maintaining context and history across channels. Phase 1 will deliver core telephony, digital communication channels, reporting and analytics, and robust call handling features including IVR, call routing, and agent controls. Phase 2 will introduce AI-driven capabilities such as intelligent routing, chatbots, virtual assistants, predictive analytics, and additional channels including self-service portals, social media integration, and channel-switching functionality. The platform must be designed for scalability to support future expansion and evolving customer contact channels. This modernisation initiative will improve customer experience through faster response times, increase operational efficiency by automating routine tasks, support hybrid working, and reduce estate and operating costs. Estimated budget: £650,000 including VAT.

    Track record

    1 award · 1 winner
    Thin record

    Only 1 prior award here — too little to read.

    In media communications, GREENSQUAREACCORD has awarded 1 contract to 1 supplier.

    Who wins here
    1. INTEGRITY PRINT LIMITED1× · 100%

    Across media communications, the most active winners are O2 Czech Republic a.s., O2 CZECH REPUBLIC AS, CITYFIBRE 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-06c9fe

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    GR
    Buyer
    GREENSQUAREACCORD
    Sector
    Media & Communications