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
£5,188,333
Published
20 Jul 2021
Closes
29 Mar 2021
Procurement details
Source
Find a Tender
Region
United Kingdom
Procurement method
Open
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
£2,748,333
HMRC have procured a Transcription, Voice Analytics & Quality Management Services which will integrate with current telephony partners and the existing HMRC telephony estate. The competition was ran via Open Procedure, Additional information: A consumption-based charging model is required, of which more information is contained in the tender documents. HMRC...
Delivery: United Kingdom
Documents
No document metadata is available for this public record.
Contains public sector information licensed under the Open Government Licence v3.0.