Source: https://tendernation.io/opportunities/01a13be5-b2a4-7060-8102-c3b349980dbd/replacement-of-corporate-telephony-and-contact-centre-environment pending GB open procedure # Replacement of Corporate Telephony and Contact Centre Environment [Link Group](https://tendernation.io/buyers/link-group) Estimated value Not stated Published 30 Jul 2026 Deadline Rolling deadline ## Who can bid - Open procedure Anyone can submit a full tender; there is no shortlisting stage. ## About this tender 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. Read full description ## CPV classification Telephone and data transmission services Telecommunications equipment and supplies Source Find a Tender (UK) · Notice ocds-h6vhtk-06d7f3-2026-07-30T15:45:11+01:00 [View official notice](https://www.find-tender.service.gov.uk/Notice/ocds-h6vhtk-06d7f3-2026-07-30T15:45:11+01:00) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. 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