Estimated Value
Up to £541,667
Deadline
Not specified
Published
16 July 2026
Type
Not specified
Overview
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.
Contact & helpdesk
GSA requires a scalable, omni-channel contact centre telephony platform that supports inbound and outbound voice services, alongside email and SMS communication.
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Likely incumbents
Suppliers who won similar work from this buyer in the last 5 years.
- 1
J.HARPER & SONS(LEOMINSTER)LIMITED
£10m
total awarded
- 2
MRI Software Limited
£3m
total awarded
- 3
Culture Amp
£96,000
total awarded
- 4
Grove West Property Consultants LTD
£853,333
total awarded
- 5
Ground Control LTD
3 contracts wonlatest 21 May 2025ends 7 Aug 2027£254,264
total awarded
J.HARPER & SONS(LEOMINSTER)LIMITED is the most likely incumbent based on recency and category match. To win, bidders typically need a clearly differentiated proposition or a price advantage.
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two years of filed accountsyour financial standingturnover vs contract valueyour Companies House recordcash flow for 30-day termscredit scores and ratios
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Buyer Profile
GREENSQUAREACCORD LIMITEDKey Dates
Published
16 July 2026
Submission deadline
Not specified
Notice type
planning
Source
find a tender
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