Analytics and Quality Management
£2,740,000 — awarded.
This is a contract result notice, not an open opportunity. Details from the official award data.
The procurement contact named on the official notice.
This is a large award for Software & IT Systems — above three-quarters of comparable contracts. Based on 30,286 valued Software & IT Systems tenders in our corpus.
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.
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-0296db
- Stage
- award · Awarded
- Source
- Find a Tender
- Buyer ref
- 017074-2021
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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