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Replacement of Corporate Telephony and Contact Centre Environment

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Summary

Machine-generated summary

Link Group, the contracting authority, is preparing to replace its corporate telephony and contact centre environment with a modern, scalable, cloud-based Contact Centre as a Service (CCaaS) solution supporting multi-channel engagement across voice, chat, messaging, social media and future digital channels. A Prior Information Notice has been issued to launch a Preliminary Market Consultation to test market capability, explore delivery models and inform the specification and procurement strategy. No estimated value, deadline or award procedure details are stated. Suppliers interested in supporting both technology replacement and service transformation, including automation, AI and workforce management, are invited to engage with the consultation.

Description

Link Group, the Contracting Authority, is seeking to modernise its telephony and contact management environment as part of a wider customer experience transformation. The requirement is not limited to a like-for-like telephony replacement. Link is seeking to understand how the market can support a move from fragmented channels and siloed systems towards a single, integrated and insight-led contact management platform. The primary objective is to implement a modern, scalable, cloud-based Contact Centre as a Service (CCaaS) solution capable of supporting seamless multi-channel customer engagement across voice, live chat, messaging, social media and future digital channels. Link is particularly interested in solutions that can provide a single view of the customer, intelligent routing based on customer intent and need, real-time operational visibility, workforce engagement capability and data-driven insight across the end-to-end customer journey. This Prior Information Notice (PIN) is issued solely to initiate a Preliminary Market Consultation exercise. The purpose is to test market capability, understand available delivery models, inform Link’s emerging specification and procurement strategy, and explore how suppliers can support both technology replacement and service transformation outcomes, including automation, virtual assistants, AI-assisted colleague support, workforce management and customer journey-led redesign. Link’s emerging priorities include reducing repeat contact, redials, avoidable transfers and misdirected queries; improving colleague access to customer history and knowledge prompts; enabling real-time demand management and reporting; increasing digital adoption through automation and self-service; and ensuring that future technology is aligned to priority customer journeys rather than being designed around existing channel structures.

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

This buyer has no award history in this sector yet. Usual winners, Postal & telecommunications services - United Kingdom

Company Wins Total awarded Last win
Royal Mail 6 €3.6M Jul 2026
ROYAL MAIL GROUP LIMITED 5 €4.9M Aug 2026
TRUSTMARQUE SOLUTIONS LIMITED 4 €1.0M Aug 2026
Vodafone Limited 3 €1.1M Sep 2026
CFH Docmail Ltd 2 €1.7M Jul 2026

Based on 54 awards with a linked company profile over the last 2 years.

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Market context

Avg. open tender · Postal & telecommunications services
€16,521,667
1,013 open across Europe right now
Buyer track record on Aperlena
2 notices tracked · 1 awarded

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