Customer Contact Programme

This is to alert interested parties that HM Revenue and Customs (HMRC) is considering procurement options to meet a variety of Customer Contact requirements, including, but not exclusive to Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services. In addition, its purpose is to initiate an electronic market engagement exercise. HMRC is starting a journey that will secure a set of integrated, class leading customer contact management services as part of a programme...