Published date: 20 July 2021

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 6 July 2021, 12am

Contract summary

Industry

  • Voice recognition software development services - 72212314

Location of contract

Any region

Value of contract

£2,740,000

Procurement reference

BIP612268562

Published date

20 July 2021

Closing date

6 July 2021

Closing time

12am

Contract start date

7 July 2021

Contract end date

1 October 2023

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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.

More information

Links

Award information

Awarded date

6 July 2021

Contract start date

7 July 2021

Contract end date

1 October 2023

Total value of contract

£2,740,000

This contract was awarded to 1 supplier.

Capita Customer Management Limited

Address

65 Gresham Street
London
EC2V 7NQ

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Address

5W Ralli Quays
Salford
M60 9LA
UK

Telephone

+443000510017

Email

sarah.phillips@hmrc.gov.uk