Analytics and Quality Management
Reference ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d · H M Revenue & Customs
Awarded to Capita Customer Management Limited for £4,908,673.
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Amounts and figures
Description
HMRC have procured a Transcription, Voice Analytics & Quality Management Services which will integrate with current telephony partners and the existing HMRC telephony estate. The competition was ran via Open Procedure, 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.
Awards
| Awarded to | Amount | Date |
|---|---|---|
| Capita Customer Management Limited | £4,908,673 | 6 July 2021 |
Official publications
| Medium | Reference | Date |
|---|---|---|
| FTS | a5c85081-3a17-4e51-be88-890a231e7a57-756612 | 5 June 2024 |
| Contracts Finder | a5c85081-3a17-4e51-be88-890a231e7a57-756612 | 5 June 2024 |
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Frequently asked questions
- What is the deadline to bid for this tender?
- The submission deadline is 29 March 2021, 12:00. Check the official source, as dates can be modified.
- What is the estimated value of this tender?
- The estimated value published by the buyer is £4,908,673.
- Who is the buyer of this tender?
- The contracting authority is H M Revenue & Customs (United Kingdom).
- How can I bid for public tenders in the United Kingdom?
- Bids are submitted through the official public procurement portal in the United Kingdom. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.
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