Analytics and Quality Management

H M REVENUE & CUSTOMS · awarded 6 July 2021

Who

Buyer	H M REVENUE & CUSTOMS London
Supplier	CAPITA CUSTOMER MANAGEMENT LIMITED
Category	services
Classification	Telephone switchboards CPV 32543000
Notice published	16 December 2024

What it is for

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.

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