Contact Centre Omni Channel Telephony

Title

Contact Centre Omni Channel Telephony

Stage

planning

Buyer

GREENSQUAREACCORD LIMITED

Buyer id

GB-COH-RS027052

Status

planning

Category

services

CPV

not on file

CPV in words

not on file

Estimated value

541667

Currency

GBP

Released

2026-07-16T13:10:47+01:00

Tenders close

not on file

Contract starts

not on file

Contract ends

not on file

Procedure

not on file

Description

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.

Open Contracting ID

ocds-h6vhtk-06cce6

• GREENSQUAREACCORD LIMITED (company), by buyer id · uk companies house, read 2026-10-04

Cite as

Find a Tender (UK above-threshold notices) (UK Cabinet Office, Find a Tender Service), pages.json, sha256 3fa091d38652, published 2026-10-04

Copy