Analytics and Quality Management
HMRC requires a replacement best of breed Voice 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. 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
£3,460,000
Published
21 Jan 2021
Closes
21 Jan 2021
Procurement details
Source
Find a Tender
Region
United Kingdom
Procurement method
Not provided
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
72212314
Voice recognition software development services
32543000
Telephone switchboards
32583000
Data and voice media
48512000
Interactive voice response software package
72212512
Interactive voice response software development services
48314000
Voice recognition software package
72221000
Business analysis consultancy services
72222000
Information systems or technology strategic review and planning services
Lots
Lot 1 Analytics and Quality Management
Value not provided
There are two main purposes of this PIN, which are to facilitate early market engagement as follows: 1)To gauge feedback on our proposed approach to terms and conditions (T&Cs). Of particular interest is suppliers’ feedback on: a)Suitability of this contract structure for the services that would be proposed b)Any terms that would be in direct conflict with t...
Delivery: United Kingdom
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