Analytics and Quality Management
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 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 supplier must deliver
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.
Derived from the notice text — always confirm against the original documents.
Make the case to bid
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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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