Published date: 19 December 2023

This notice was replaced on 19 December 2023

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Opportunity (published 19 December 2023, last edited 19 December 2023)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Contract summary

Industry

  • Maintenance of information technology software - 72267100

Location of contract

England

Value of contract

£100,000

Procurement reference

PAHSO001-DN704343-18037491

Published date

19 December 2023

Closing date

17 January 2024

Closing time

12pm

Contract start date

12 February 2024

Contract end date

24 April 2025

Contract type

Service contract

Procedure type

Other

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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.

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

About the buyer

Contact name

Stephanie Lai

Address

City Gate
51 Mosley Street
Manchester
M2 3HQ
United Kingdom

Email

stephanie.lai@ombudsman.org.uk

Website

https://www.ombudsman.org.uk