Provision of High Volume Call Handling (HVCH)
Northern Ireland Electricity Networks Limited · United Kingdom
Key facts
- Contract value
- £363,000
- Awarded
- 18 Sep 2025
- Contract starts
- 01 Dec 2025
- Contract ends
- 30 Nov 2027
- Procedure
- Direct award
- Buyer type
- Utilities & transport
- Source
- Find a Tender
Awarded to
| Supplier | Value |
|---|---|
| ECKOH UK LIMITED | £363,000 |
Description
HVCH is an integral part of NIE Networks’ fault and emergency response processes and systems. It plays a fundamental role in call handling operations, both during normal call volumes and periods of high demand. The HVCH hosted system provides 100% speech recognition, enabling customers to be identified by postcode and house number when their telephone number is not matched within the NIE Networks’ database. Using HVCH ensures callers reporting a fault never receive an engaged tone, as the call is either handled by a Customer Service Agent (CSA), or the automated HVCH system. Additionally, HVCH provides customers with the option to report a fault online.
Categories (CPV)
- 72000000 IT services: consulting, software development, Internet and support
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