Modern Cloud-Based Contact Centre Platform

Link Group is modernising its telephony and contact management environment to improve customer experience and operational efficiency. The organisation seeks to move away from fragmented, siloed systems toward an integrated, cloud-based Contact Centre as a Service (CCaaS) solution. This is a market consultation opportunity to test supplier capability and inform procurement strategy. Key Requirements: - Multi-channel customer engagement (voice, live chat, messaging, social media, and emerging digital channels) - Single unified customer view across all interactions - Intelligent routing based on customer intent and need - Real-time operational visibility and workforce engagement tools - Data-driven insights and analytics across the customer journey Business Priorities: - Reduce repeat contacts, call transfers, and misdirected queries - Improve agent access to customer history and knowledge resources - Enable real-time demand management and performance reporting - Increase digital adoption through automation and self-service capabilities - Align technology to priority customer journeys This Prior Information Notice invites suppliers to discuss delivery models, technology solutions, and service transformation approaches, including automation, AI-assisted support, workforce management, and customer journey redesign.