Analytics and Quality Management
HMRC requires a replacement best of breed Transcription, Analytics and Quality Management Service to undertake detailed analysis of all calls received by HMRC and, in due course, analysis on data from other digital interactions such as webchat, to analyse how it interacts with its customers. The service will need to integrate with HMRC's current telephony services, which sit within an Odigo platform, with Nuance call steering and voice recordings stored on HMRC's cloud infrastructure.
Buyer
HMRC
Value
£2,740,000
Published
20 Jul 2021
Closes
5 Jul 2021
Procurement details
Source
Contracts Finder
Region
United Kingdom
Procurement method
Open
Category
Services
Contract starts
6 Jul 2021
Contract ends
1 Oct 2023
CPV classifications
72212314
Voice recognition software development services
Lots
Lot default Analytics and Quality Management
£2,740,000
HMRC requires a replacement best of breed Transcription, Analytics and Quality Management Service to undertake detailed analysis of all calls received by HMRC and, in due course, analysis on data from other digital interactions such as webchat, to analyse how it interacts with its customers. The service will need to integrate with HMRC's current telephony se...
Delivery: British Oversea Territories, Channel Islands, Europe, Isle of Man, Rest of the World, United Kingdom
Documents
Unlock document linkAwarded contract notice on Contracts Finder
20 Jul 2021
Awarded contract notice on Contracts Finder
Award notice · Web page
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Tender notice
Contains public sector information licensed under the Open Government Licence v3.0.