Analytics and Quality Management
£3,460,000 — stated in the notice.
The procurement contact named on the official notice.
This is a large award for IT Services — above three-quarters of comparable contracts. Based on 36,449 valued IT Services tenders in our corpus.
HMRC has published 32 notices across all categories.
Which is the argument for getting on the list rather than winning this one. The incumbent is rarely the last winner — it is the roster. See the retention odds by category →
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.
What the notice asks for
The service will need to integrate
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.
Sentences from the notice that state an obligation, surfaced automatically and shown in the order they appear. Not an exhaustive list — always confirm against the tender documents.
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- OCID
- ocds-h6vhtk-028c35
- Stage
- planning · Planning
- Source
- Find a Tender
- Buyer ref
- 001247-2021
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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