Omni-Channel Contact Centre Telephony Platform

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.