Published Date: 2 March 2021
Tender Status: active
Tender Opening Date: 2 March 2021
Tender Closing Date: 29 March 2021
Award Date: n/a
Contract Start Date: n/a
Contract End Date: n/a
Contract is suitable for SMEs: Yes
Contract is suitable for VCSEs: No
Official Journal of the European Union (OJEU) Contract Type: Services
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.
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.
The overall value is £5,188,333 when including the initial term and maximum extension period. The value for the initial term is £2,748,333.
Contact name: Liam Osborn
Address: Customs House Annexe,20 Lower Thames Street
LONDON
SS991AA
England
Telephone: 03000532848
Fax: n/a
Email: [email protected]
Price Range: £2,748,333
