Analytics and Quality Management
H M REVENUE & CUSTOMS · United Kingdom
Key facts
- Contract value
- £6,379,208
- Awarded
- 05 Jul 2021
- Contract starts
- 05 Jul 2021
- Contract ends
- 05 Oct 2023
- Procedure
- Open procedure (above threshold)
- Buyer type
- Central government
- Source
- Contracts Finder
Awarded to
| Supplier | Value |
|---|---|
| Capita Customer Management Ltd | £6,379,208 |
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.
Categories (CPV)
- 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
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