Parliamentary and Health Service Ombudsman
PR2207A - Call Centre With Call Recording & Transcription
This sits in the upper-middle of the Radio, TV & Communications Equipment band — a substantial contract for the sector. Based on 6,686 valued Radio, TV & Communications Equipment tenders in our corpus.
Contract to be completed within 12 months.
Provision of the implementation and support for a Microsoft Dynamics integrated Telephony Contact Centre with Call Recording & Transcription solution including but not limited to the following: 1) Acquire a call recording and transcription product which automatically records calls and transcribe the conversation.
The files must link to cases/contacts so they can easily be located, 2) Acquire a contact centre solution that integrates into Dynamics 365 (PHSO CMS) with call recording and transcription capabilities.
3) Call activity should also allow users to insert notes and show time stamps for activities on each case/contact.
4) The ability to stop/start recordings and access files to playback recordings.
5) The product must be able to support different retention policies and any non-casework call recordings and transcription should be purged within 30 days.
6) Access to files for review, training and learning purposes.
7) The ability to access files, for Subject Access Request (SAR) and for data mining and learning purposes in a format that meets PHSO requirements.
What the supplier must deliver
Provision of the implementation and support
Provision of the implementation and support for a Microsoft Dynamics integrated Telephony Contact Centre with Call Recording & Transcription solution including but not limited to the following:.
The files must link to cases/contacts so
The files must link to cases/contacts so they can easily be located,.
2) Acquire a contact centre solution
2) Acquire a contact centre solution that integrates into Dynamics 365 (PHSO CMS) with call recording and transcription capabilities.
3) Call activity should also allow users
3) Call activity should also allow users to insert notes and show time stamps for activities on each case/contact.
5) The product must be able
5) The product must be able to support different retention policies and any non-casework call recordings and transcription should be purged within 30 days.
Derived from the notice text — always confirm against the original documents.
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- OCID
- 27d7f270-cbc8-43f4-8ab9-6eada9f2b79b
- Stage
- contract · Contract
- Source
- Contracts Finder
- Buyer ref
- PAHSO001-DN749241-56439252
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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