--- title: "Interactive Voice Response and Self-serve Telephony" ocid: "ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03.json" source: "Contracts Finder" current_stage: "Planning" buyer: "TRANSPORT FOR LONDON" published: "2018-01-30" --- # Interactive Voice Response and Self-serve Telephony Buyer: TRANSPORT FOR LONDON Current stage: Planning OCID: ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03.json) ## Summary The procurement process, led by Transport for London (TfL), is currently in the planning stage for a project titled "Interactive Voice Response and Self-serve Telephony." This initiative falls under the category of shared-business telephone network services and is located in the United Kingdom. Key dates include an engagement end date set for 30 April 2018, with the intention to establish a new contract by approximately October 2018, following the expiration of the current contract in June 2019. The procurement method involves a tender process aimed at soliciting expressions of interest from suppliers. This opportunity for businesses to engage with TfL has the potential for significant growth, particularly for companies specialising in IVR and self-service telephony technologies. Organisations that can demonstrate experience with third-party integrations and those capable of delivering robust monitoring and compliance solutions will be well-positioned to compete. Additionally, businesses offering innovations that can enhance user experience and efficiency in contact centre operations will find this tender particularly relevant. ## Notice 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 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0b62f4de-5551-423c-9ffe-7c81cfdcde7f | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 30 Jan 2018 | | Submission deadline | Not specified | | Future notice date | 30 Apr 2018 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | TRANSPORT FOR LONDON | | Locality | LONDON | | Post town | South East London | | Postcode | SE10 0ES | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI5 Outer London - East and North East | | ITL 3 | TLI51 Bexley and Greenwich | | Local authority | Greenwich | | Electoral ward | Greenwich Peninsula | | Westminster constituency | Greenwich and Woolwich | | Delivery location | Not specified | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services ### Codes - 64213000 - Shared-business telephone network services ## Release History - 30 Jan 2018 at 15:49 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/0b62f4de-5551-423c-9ffe-7c81cfdcde7f ## Documents - https://www.contractsfinder.service.gov.uk/Notice/0b62f4de-5551-423c-9ffe-7c81cfdcde7f 30th January 2018 - Early engagement notice on Contracts Finder ## Notice URLs - https://tfl.gov.uk ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03.json.