Published date: 25 October 2024

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


Closing: 22 October 2024, 12pm

Contract summary

Industry

  • Networks - 32400000

  • Telecommunications equipment and supplies - 32500000

Location of contract

United Kingdom

Value of contract

£106,091

Procurement reference

PAHSO001-DN749241-56439252

Published date

25 October 2024

Closing date

22 October 2024

Closing time

12pm

Contract start date

1 November 2024

Contract end date

31 October 2025

Contract type

Service contract

Procedure type

Direct award

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

Contract to be completed within 12 months.

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.

Award information

Awarded date

25 October 2024

Contract start date

1 November 2024

Contract end date

31 October 2025

Total value of contract

£106,091

This contract was awarded to 1 supplier.

Microsoft Limited

Address

Microsoft Campus,
Thames Valley Park,
Reading,
Berkshire,
RG6 1WG

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

Additional details

Company number: 01624297

About the buyer

Address

City Gate
51 Mosley Street
Manchester
M2 3HQ
England

Email

procurements@ombudsman.org.uk

Website

http://www.ombudsman.org.uk