Northern Ireland Electricity Networks Limited
Provision of High Volume Call Handling (HVCH)
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 sits in the upper-middle of the IT Services band — a substantial contract for the sector. Based on 36,449 valued IT Services tenders in our corpus.
HVCH is an integral part of NIE Networks’ fault and emergency response processes and systems.
It plays a fundamental role in call handling operations, both during normal call volumes and periods of high demand.
The HVCH hosted system provides 100% speech recognition, enabling customers to be identified by postcode and house number when their telephone number is not matched within the NIE Networks’ database.
Using HVCH ensures callers reporting a fault never receive an engaged tone, as the call is either handled by a Customer Service Agent (CSA), or the automated HVCH system.
Additionally, HVCH provides customers with the option to report a fault online.
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- OCID
- ocds-h6vhtk-059dc2
- Stage
- award · Awarded
- Source
- Find a Tender
- Buyer ref
- 057944-2025
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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