{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03-2018-01-30T15:49:17Z",
    "date": "2018-01-30T15:49:17Z",
    "ocid": "ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03",
    "language": "en",
    "initiationType": "tender",
    "title": "Interactive Voice Response and Self-serve Telephony",
    "planning": {
        "milestones": [
            {
                "id": "1",
                "title": "Engagement end date",
                "type": "engagement",
                "dueDate": "2018-04-30T23:59:59+01:00"
            }
        ],
        "documents": [
            {
                "id": "1",
                "documentType": "marketEngagementNotice",
                "description": "Early engagement notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/0b62f4de-5551-423c-9ffe-7c81cfdcde7f",
                "datePublished": "2018-01-30T15:49:17Z",
                "format": "text/html",
                "language": "en"
            }
        ]
    },
    "tender": {
        "id": "TFL001-DN319704-08521185",
        "title": "Interactive Voice Response and Self-serve Telephony",
        "description": "TFL issues this notice to seek an expression of interest from prospective suppliers for Interactive Voice Response (IVR) and Self-serve Telephony (SST). TfL may hold a supplier day with those who have expressed an interest and would like to attend (presentation and Q&A session) to explore what options are currently available in the market, and to gain a better understanding of how the technology may have changed. TfL's Contact Centre Operations (CCO) ultimate intention is to procure Interactive Voice Response (IVR) and telephony based self-service technology (SST). These are key pieces of business critical technology which interact with TfL's customers through the use of voice and dual-tone multi-frequency (DTMF) tones which steer customers to the appropriate option. This option includes, but is not limited to, pre-recorded audio messages, pre-determined direct dial ins (DDIs)that route to different contact centres and specific hunt groups. Additional information: - Ability to provide a level of monitoring that would flag eg. connection point with another tool was failing. - Capability to independently build, configure and tweak call flows and mobile devices via a URL - Clear product roadmaps. - Numerous environments to allow change management. - Experience of integration with other third party technology. eg. Avaya, Cubic and Geomant. - IVRs and accompanying functionality that will route callers including; DTMF, voice, hour nodes, switch nodes, target connection points, audio nodes and IVR menus, with traffic in excess of 6 million minutes per period. - Functionality that will ensure that CCO remain Payment Card Industry (PCI) compliant when handling Contactless Payment Card (CPC) enquiries, in line with DPA and GDPR. - Self-service functionality that will protect CCO from >250 hours of manual work per period - Availability of >99.5% across technology. Current contract end date: June 2019 New contract to be in place by: Circa - October 2018 Possible supplier day: Month of March 2018 - Potentially within the first 2 weeks",
        "status": "planning",
        "classification": {
            "scheme": "CPV",
            "id": "64213000",
            "description": "Shared-business telephone network services"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "countryName": "British Oversea Territories"
                    },
                    {
                        "countryName": "Channel Islands"
                    },
                    {
                        "countryName": "Europe"
                    },
                    {
                        "countryName": "Isle of Man"
                    },
                    {
                        "countryName": "Rest of the World"
                    },
                    {
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "suitability": {
            "sme": false,
            "vcse": false
        }
    },
    "parties": [
        {
            "id": "GB-CFS-77697",
            "name": "Transport for London",
            "identifier": {
                "legalName": "Transport for London"
            },
            "address": {
                "streetAddress": "14 Pier Walk",
                "locality": "London",
                "postalCode": "SE10 0ES",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Andrew Walsh",
                "email": "andrewwalsh@tfl.gov.uk",
                "telephone": "+44 2030547710"
            },
            "details": {
                "url": "https://tfl.gov.uk"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-77697",
        "name": "Transport for London"
    }
}