Replacement of Corporate Telephony and Contact Centre Environment

The procurement contact named on the official notice.

Link Group has published 19 notices across all categories, and 91% of its awards go to a supplier it has used before.

Which is the argument for getting on the list rather than winning this one. The incumbent is rarely the last winner — it is the roster. See the retention odds by category →

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.

Free to start. Named contacts come from published notices; the strategy is generated from the buyer’s news, accounts and people.

Five included while we’re in beta, and the agent asks before it spends on any paid step.