Customer Contact - Telephony Services

Tender description

The purpose of this prior information notice is to alert interested parties that HM Revenue and Customs (HMRC) is considering sourcing options to meet its requirement of a leading edge/best in class contact centre telephony service. This notice is also to notify interested parties of HMRC's intention to facilitate a market engagement exercise in respect of the requirement. Interested parties should be aware that HMRC are currently considering procurement options to meet a variety of customer contact requirements across several channels, Ref: SR251887682. HMRC collects over 600 000 000 000 GBP tax annually to fund public services. Critical to our overall contact management strategy is the ability to connect 50 000 staff with 60 000 000 customers through over 40 000 000 telephony based interactions with a best in class capability that is flexible, reliable and open standards based to allow integration with a full range of modern contact capabilities. It must include: - core telephony: receive, queue and manage large volumes of inbound/outbound calls, - telephony carrier services: make/receive calls from the PSTN, - telephony steering and treatment: provide a conversational user interface using natural language ASR to identify and verify customers, using Voice Biometrics where appropriate, understand intent and route to the most appropriate resource. Recording and Analytics: record all calls and provide secure, easily accessible storage for all call recordings and all transcribed contacts. All components must provide management information reports and detailed information. In addition to raising awareness of potential procurement activity, this notice is to facilitate an electronic market engagement exercise so HMRC can test the market. Interested parties can register on the HMRC SAP/Ariba portal, where HMRC will be able to upload information, including questionnaires, for interested parties to access and submit responses to help further inform requirements. HMRC use an HMRC version of SAP Ariba Sourcing. Suppliers using HMRC's Ariba for the first time will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full As part of the registration process you will receive an email. Once you have obtained your account ID (AN) number, please email e.procurement@hmrc.gov.uk with the following information: - contract title and reference (customer contact telephony services; SR262311167), - your organisation's HMRC SAP Ariba account ID, - your organisation name, - your name, - your email address, - your telephone number. Online questionnaires must be fully completed no later than 30.8.2019, 12.00. Please note that this requirement may be split into lots, but the approach is to be determined.