Analytics and Quality Management

A Contract Award Notice
by HMRC

Source
Contracts Finder
Type
Contract (Services)
Duration
27 month
Value
£3M
Sector
TECHNOLOGY
Published
20 Jul 2021
Delivery
07 Jul 2021 to 01 Oct 2023
Deadline
06 Jul 2021 00:00

Concepts

Location

Geochart for 1 buyers and 1 suppliers
HMRC
Capita Customer Management
+−
Leaflet | Map tiles by Stamen Design, under CC BY 3.0. Data by OpenStreetMap, under ODbL.

1 buyer

1 supplier

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.

Award Detail

1 Capita Customer Management (London)
  • Value: £2,740,000

CPV Codes

  • 72212314 - Voice recognition software development services

Indicators

  • Contract is suitable for SMEs.

Other Information

Please follow this link to view the notice https://www.delta-esourcing.com/delta/respondToList.html?noticeId=612268562

Reference

Domains