Analytics and Quality Management
£6,379,208 — awarded.
This is a contract result notice, not an open opportunity. Details from the official award data.
This is a large award for Radio, TV & Communications Equipment — above three-quarters of comparable contracts. Based on 6,686 valued Radio, TV & Communications Equipment tenders in our corpus.
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, 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.
The current telephony service has 30k configured users, 9k concurrent users who handle 30m calls per year.
The services provided must be flexible and scalable to cope not only with HMRC's large annual call volumes but also with distinct business areas and several peaks periods throughout the year.
What the notice asks for
HMRC have procured a Transcription, Voice Analytics
HMRC have procured a Transcription, Voice Analytics & Quality Management Services which will integrate with current telephony partners and the existing HMRC telephony estate.
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.
The services provided must be flexible
The services provided must be flexible and scalable to cope not only with HMRC's large annual call volumes but also with distinct business areas and several peaks periods throughout the year.
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
- a5c85081-3a17-4e51-be88-890a231e7a57
- Stage
- contract · Contract
- Source
- Contracts Finder
- Buyer ref
- CW33376
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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