Provision of Contact Centre with Call Recording & Transcription (PR2207)

Concepts

• manchester
• networks
• call activity
• any non-casework call recordings
• transcription
• telephony contact centre
• call recording
• contact centre
• a call recording and transcription product
• a microsoft dynamics integrated telephony contact centre

Location

Description

Provision of the implementation and support for a Microsoft Dynamics integrated Telephony Contact Centre with Call Recording & Transcription solution including but not limited to the following:- 1) Acquire a call recording and transcription product which automatically records calls and transcribe the conversation. The files must link to cases/contacts so they can easily be located, 2) Acquire a contact centre solution that integrates into Dynamics 365 (PHSO CMS) with call recording and transcription capabilities. 3) Call activity should also allow users to insert notes and show time stamps for activities on each case/contact. 4) The ability to stop/start recordings and access files to playback recordings. 5) The product must be able to support different retention policies and any non-casework call recordings and transcription should be purged within 30 days. 6) Access to files for review, training and learning purposes. 7) The ability to access files, for Subject Access Request (SAR) and for data mining and learning purposes in a format that meets PHSO requirements.

CPV Codes

• 32400000 - Networks
• 32510000 - Wireless telecommunications system
• 32520000 - Telecommunications cable and equipment
• 32570000 - Communications equipment
• 32580000 - Data equipment
• 64210000 - Telephone and data transmission services
• 72000000 - IT services: consulting, software development, Internet and support

Indicators

• Contract is suitable for SMEs.

Other Information

Please refer to ProContract eTendering portal (https://procontract.due-north.com/Login).