Tender
Provision of Contact Centre with Call Recording & Transcription (PR2207)
PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN
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Contract Timeline
- Publication Date
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19th December 2023 14:22:43 PM
- Tender Deadline
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17th January 2024 12:00:00 PM Expired
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Contract Summary
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).
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Contract Details
- Open Contracting ID
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ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d
- Publication Source
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Contracts Finder
- Procurement Stage
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Tender
- Procurement Method
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N/A
- Procurement Method Details
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Other -
- Procurement Category
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Services
- Tender Suitability
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SME
- Framework / DPS
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Contract Classification
- CPV Code(s)
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32400000
32510000
32520000
32570000
32580000
64210000
72000000 - CPV Division(s)
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32 - Radio, television, communication, telecommunication and related equipment
64 - Postal and telecommunications services
72 - IT services: consulting, software development, Internet and support
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Awarding Authority
PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN
- Buyer Name
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Stephanie Lai
- Buyer Email
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stephanie.lai@ombudsman.org.uk
- Buyer Phone
- Buyer Address
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City Gate, 51 Mosley Street
Manchester
M2 3HQ
United Kingdom