Contact Centre Omni Channel Telephony
The procurement contact named on the official notice.
This is a large award for Business Services — above three-quarters of comparable contracts. Based on 57,319 valued Business Services tenders in our corpus.
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.
What the supplier must deliver
The solution will provide a reliable
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.
It will also support seamless movement
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
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.
Derived from the notice text — always confirm against the original documents.
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- OCID
- ocds-h6vhtk-06cce6
- Stage
- planning · Planning
- Source
- Find a Tender
- Buyer ref
- 067251-2026
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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