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Contact Engagement Programme - Telephony Services - Voice Automation

H M Revenue & Customs

This public procurement record has 2 releases in its history.

Award

27 Nov 2020 at 11:46

Award Notice
Planning

09 Aug 2019 at 08:37

Market Engagement Notice
Summary of the contracting process

The procurement process for the “Contact Engagement Programme - Telephony Services - Voice Automation” was initiated by HM Revenue & Customs (HMRC) in the UK. This contract, valued at approximately £19,008,915, involves the provision of voice automation and voice biometrics services for HMRC’s contact centre telephony platform. The procurement method used was an open procedure, with the tender period ending on 10 February 2020. The contract is expected to run from 28 August 2020 to 27 August 2024, facilitating continuous engagement and interaction with customers across various channels through enhanced telephony services.

This tender presents significant opportunities for businesses specialising in telecommunications, software development, and customer service solutions. Companies that provide innovative voice response technologies or integration capabilities for contact centre software will find this procurement especially suitable. As HMRC seeks to enhance its customer contact management strategy, suppliers that can demonstrate flexibility, reliability, and advanced technological solutions could benefit from a prosperous collaboration and ongoing projects within the public sector.

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Notice Information

Notice Title

Contact Engagement Programme - Telephony Services - Voice Automation

Notice Description

Provision of voice automation and voice biometrics services for HMRC's contact centre telephony platform.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7079c781-0b8c-4634-b34c-d7065322d090
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/3ae43394-3fce-46e1-9a2f-773550f4272b
Current Stage
Award
All Stages
Planning, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

48314000 - Voice recognition software package

48512000 - Interactive voice response software package

72212512 - Interactive voice response software development services

72222300 - Information technology services

79342300 - Customer services

79512000 - Call centre

Notice Value(s)

Tender Value
£19,008,915 £10M-£100M
Lots Value
Not specified
Awards Value
£19,008,915 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
27 Nov 20205 years ago
Submission Deadline
10 Feb 2020Expired
Future Notice Date
30 Aug 2019Expired
Award Date
20 May 20206 years ago
Contract Period
28 Aug 2020 - 27 Aug 2024 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
H M Revenue & Customs
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SS99 1AA
Postcode Area
Southend-on-Sea
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH3 Essex
Small Region (ITL 3)
TLH31 Southend-on-Sea
Delivery Location
Not specified
Local Authority
Southend-on-Sea
Electoral Ward
Victoria
Westminster Constituency
Southend East and Rochford

Supplier Information

Number of Suppliers
1
Supplier Name

Nuance Communications Ireland Limited

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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