Expired contract

Analytics and Quality Management

Details

Buyer
HM Revenue & Customs (HMRC)
Supplier(s)
Capita Customer Management Limited
Value
GBP 6,379,208
Duration
2 years
Topic
Telephone switchboards
Published
28 July 2021
Source
uk:contracts_finder

Tender description

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, 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. The current telephony service has 30k configured users, 9k concurrent users who handle 30m calls per year. The services provided must be flexible and scalable to cope not only with HMRC's large annual call volumes but also with distinct business areas and several peaks periods throughout the year.

Timeline

  1. Award date6 July 2021
  2. Award published28 July 2021
    Current notice
  3. Contract expiry date5 October 2023

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
  • 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

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