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Contact Centre Omni Channel Telephony

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Summary

Machine-generated summary

The Government Shared Services (GSA) is procuring a scalable, omni-channel contact centre telephony platform supporting inbound and outbound voice, email and SMS, plus workforce management for forecasting, scheduling and performance management of agents. Future phases may add AI, chatbots, automation, social media, WhatsApp, self-service and integration with GSA core platforms. Estimated value, deadline and submission dates are not specified in the notice; interested suppliers should consult the full tender documents for procedure and eligibility details.

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.

Official source

Source: Find a Tender Service (UK Cabinet Office / Crown Commercial Service)

Always verify details on the official notice.

Last verified against Find a Tender Service (UK Cabinet Office / Crown Commercial Service) 1 month ago

Documents on Find a Tender Service (UK Cabinet Office / Crown Commercial Service) (English)

View the official notice

More from this buyer

Full buyer profile

3 open tenders right now

This buyer has no award history in this sector yet. Usual winners, Radio, TV & communication equipment - United Kingdom

Company Wins Total awarded Last win
British Telecommunications Public Limited Company 5 €6.0M Jul 2026
SOFTCAT PLC 3 €67.8M Jun 2026
Telent Technology Services Limited 3 €4.9M Aug 2026
SWARCO UK & Ireland Ltd; telent Technology Services Limited 2 €21.3M May 2025
UK Telematics Ltd 2 €914,647 Aug 2026

Based on 63 awards with a linked company profile over the last 2 years.

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Market context

Avg. open tender · Radio, TV & communication equipment
€9,912,797
1,560 open across Europe right now 94% below sector average
Buyer track record on Aperlena
21 notices tracked · 15 awarded
€2,096,192 in awarded contracts

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