Replacement of Corporate Telephony and Contact Centre Environment

What this is

Link Group seeks to modernise its telephony and contact management environment through implementation of a cloud-based Contact Centre as a Service (CCaaS) solution. The requirement encompasses multi-channel customer engagement (voice, live chat, messaging, social media) with integrated contact management, workforce engagement, and AI-assisted capabilities. This Prior Information Notice initiates a Preliminary Market Consultation to test market capability and inform procurement strategy.

Key points

• This is a Prior Information Notice (PIN) for Preliminary Market Consultation only — not a formal tender with binding deadlines or submission requirements
• Requirement is for cloud-based Contact Centre as a Service (CCaaS) with multi-channel capability (voice, chat, messaging, social media, future digital channels)
• Link seeks integrated contact management platform with single customer view, intelligent routing, real-time visibility, workforce engagement, and AI/automation capabilities
• Scope includes technology replacement and service transformation: reducing repeat contact, improving knowledge access, enabling self-service automation, and customer journey redesign
• No threshold conditions, bid bond, or formal evaluation criteria specified in this PIN — purpose is to gather market intelligence and inform emerging specification

Classification

CPV 64210000 — Telephone and data transmission services 64210000 — Telephone and data transmission services32500000 — Telecommunications equipment and supplies ScotlandEdinburgh, UKUKM75