Tender Summary

Provision of Contact Centre with Call Recording & Transcription (PR2207)

Buying Organisation

Parliamentary and Health Service Ombudsman

Contract Value

£100,000

Suitable for SMEs

Yes

Suitable for VCSEs

Yes

Tender 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).

Tender categories (products & services required)

Networks (CPV 32400000)
Wireless telecommunications system (CPV 32510000)
Telecommunications cable and equipment (CPV 32520000)
Communications equipment (CPV 32570000)
Data equipment (CPV 32580000)
Telephone and data transmission services (CPV 64210000)
IT services: consulting, software development, Internet and support (CPV 72000000)

Region

North East (UKC)

Buyer Information