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Closed

Analytics and Quality Management

Published

Value

2,740,000 GBP

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

Publish date

3 years ago

Close date

3 years ago

Buyer information

HM Revenue & Customs (HMRC)

Contact:
Sarah Phillips
Email:
sarah.phillips@hmrc.gov.uk

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Notice topics

Business analysis consultancy servicesData and voice mediaInteractive voice response software development servicesSoftware package and information systemsTelephone switchboardsVoice recognition software development services

Related topics

Software-related servicesSystems testing servicesSystems support servicesHelpdesk servicesSystem and support servicesSystem quality assurance planning services

Source

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