---
title: "Contact Engagement Programme - Telephony Services - Voice Automation"
ocid: "ocds-b5fd17-7079c781-0b8c-4634-b34c-d7065322d090"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7079c781-0b8c-4634-b34c-d7065322d090"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7079c781-0b8c-4634-b34c-d7065322d090.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-7079c781-0b8c-4634-b34c-d7065322d090.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2020-11-27"
---

# Contact Engagement Programme - Telephony Services - Voice Automation

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-7079c781-0b8c-4634-b34c-d7065322d090

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7079c781-0b8c-4634-b34c-d7065322d090)  
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## Summary

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.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/3ae43394-3fce-46e1-9a2f-773550f4272b |
| 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 |
| All stages | Planning, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 27 Nov 2020 |
| Submission deadline | 10 Feb 2020 |
| Future notice date | 30 Aug 2019 |
| Award date | 19 May 2020 |
| Contract period | 27 Aug 2020 - 27 Aug 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £19,008,915 |
| Lots value | Not specified |
| Awards value | £19,008,915 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | H M REVENUE & CUSTOMS |
| Locality | LONDON |
| Post town | Southend-on-Sea |
| Postcode | SS99 1AA |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH3 Essex |
| ITL 3 | TLH31 Southend-on-Sea |
| Local authority | Southend-on-Sea |
| Electoral ward | Victoria |
| Westminster constituency | Southend East and Rochford |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NUANCE COMMUNICATIONS IRELAND |

## CPV Codes

### 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

### 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

## Release History

- 27 Nov 2020 at 11:46 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/3ae43394-3fce-46e1-9a2f-773550f4272b
- 9 Aug 2019 at 07:37 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/1bff9a1f-24c7-486e-8fe7-d05540e18ca6

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/3ae43394-3fce-46e1-9a2f-773550f4272b
  27th November 2020 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/1bff9a1f-24c7-486e-8fe7-d05540e18ca6
  9th August 2019 - Early engagement notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/67b898e6-0872-48d2-9af2-1dacb9c0e96b
  SAP Ariba Registration Guidance
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ada79885-9ffc-4c84-8c20-1d8fc5cf8089
  SAP Ariba General Guidance
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/74fc469d-53d7-473b-9242-934eebf6b7dd
  SAP Ariba General Guidance
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e7a0ff20-2f81-423f-b9bc-e785e958ca52

## 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-b5fd17-7079c781-0b8c-4634-b34c-d7065322d090. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7079c781-0b8c-4634-b34c-d7065322d090.json.