Analytics and Quality Management
Details
- Supplier(s)
- Capita Customer Management Limited
- Value
- GBP 2,740,000
- Topic
- Telephone switchboards
- Published
- 20 July 2021
- Source
- uk:find_a_tender
Tender description
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. Lot 1: 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, Additional information: A consumption-based charging model is required, of which more information is contained in the tender documents. HMRC recognises that suppliers may wish to use a version of hosted or shared services to meet HMRC requirements, and this has been accounted for in the tender process.
Timeline
- Completed: Award date6 July 2021
- Completed: Award published20 July 2021Current notice
About the buyer
HM Revenue & Customs (HMRC) is a public sector buyer in United Kingdom publishing tenders and awards on Stotles. Explore their procurement activity and find more opportunities like this one.
Relevant CPV codes
- 32543000 · Telephone switchboards
- 32583000 · Data and voice media
- 48000000 · Software package and information systems
- 48300000 · Document creation, drawing, imaging, scheduling and productivity software package
- 48314000 · Voice recognition software package
- 48330000 · Scheduling and productivity software package
- 48512000 · Interactive voice response software package
- 72212314 · Voice recognition software development services
- 72212512 · Interactive voice response software development services
- 72221000 · Business analysis consultancy services
- 72222000 · Information systems or technology strategic review and planning services
- 72223000 · Information technology requirements review services
- 72224000 · Project management consultancy services
- 72225000 · System quality assurance assessment and review services
- 72226000 · System software acceptance testing consultancy services
- 72227000 · Software integration consultancy services
- 72228000 · Hardware integration consultancy services
- 72251000 · Disaster recovery services
- 72252000 · Computer archiving services
- 72253000 · Helpdesk and support services
- 72254000 · Software testing
- 72261000 · Software support services
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov |
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