Replacement of Corporate Telephony and Contact Centre Environment

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.

Link Group is a group of social enterprise companies and one of Scotland’s largest social landlords. Link Group provides affordable housing, property management, regeneration, advice, financial inclusion, employability, care and support services to a large and diverse customer base across Scotland. Link Group serves more than 20,000 customers and provides housing management services to circa 16,000 tenants in social rented accommodation, including general needs and sheltered housing.
The Link Group structure includes a number of related organisations and service areas that collectively deliver housing, property, care, support and community-based services. These include Link Group Ltd, which provides core group functions; Link Group Housing Services, which delivers housing management services for social rented tenants; C~urb, which brings together development, property management, letting, factoring and property maintenance activities; Horizon Housing Association, which provides affordable housing and services that support people with impairments to live independently; Larkfield Housing Association, a community-based Registered Social Landlord in Greenock; LinkLiving, which provides person-centred care, housing support and wellbeing services, and West Highland Housing Association, which provides affordable housing, property management, and maintenance services across the Lorn area and the Inner Hebridean islands of Scotland.
The proposed replacement of telephony and contact centre systems is intended to support the wider Link Group operating environment rather than a single isolated service area. The future solution may therefore need to support multiple customer-facing and colleague-facing functions across housing, repairs, property management, factoring, care and support, advice, employability, development and corporate services.
The Customer Service Centre (CSC) acts as a primary customer contact function, managing enquiries across housing, repairs, income, complaints and related services. Link also operates specialist customer-facing teams, including services supporting housing applications, registrations, lettings, responsive repairs, planned maintenance, compliance activities and property-related enquiries. These teams collectively support high-volume contact across a broad range of customer journeys. For market-sizing purposes, Link currently anticipates a future licence requirement in the region of 250–500 user licences across the Group, subject to confirmation through future operating model development, service design and multi-skilling activity.
Given the scale and breadth of these services, effective contact management is central to Link’s ability to provide responsive, accessible and joined-up services to tenants, owners, applicants, private rented sector customers, supported people, partners and other stakeholders.
This group-wide context is important because suppliers may be required to demonstrate how their proposed solution can support different operating models, service hours, customer journeys, user groups, reporting requiremen