Analytics and Quality Management
The procurement contact named on the official notice.
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 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.
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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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