---
title: "PR2207A - Call Centre With Call Recording & Transcription"
ocid: "ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN"
published: "2024-10-25"
---

# PR2207A - Call Centre With Call Recording & Transcription

Buyer: PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN  
Current stage: Award  
OCID: ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e.json)

## Summary

The Parliamentary and Health Service Ombudsman has completed the procurement process for a call centre with call recording and transcription capabilities, titled "PR2207A - Call Centre With Call Recording & Transcription." This project falls under the Telecommunications equipment and supplies industry category and involves the implementation of a telephony contact centre integrated with Microsoft Dynamics 365. The procurement was conducted using a direct award method, and the contract, valued at £106,091, was awarded to Microsoft Limited. Key dates include the tender period ending on 22 October 2024, the award date of 25 October 2024, and the contract period from 1 November 2024 to 31 October 2025. The project will be executed in the United Kingdom, with the primary location in England.

This tender presents significant opportunities for businesses specialising in telecommunications, software development, and integrated customer service solutions. Companies that offer advanced call recording and transcription technologies, especially those with experience in integrating systems with Microsoft Dynamics 365, will find this project well-suited to their expertise. The procurement provides a year-long contract that can boost business growth through the provision of customised and scalable solutions for a high-profile public sector client. Businesses that can demonstrate capabilities in managing data security, ensuring compliance with retention policies, and enhancing user accessibility for training and data analysis purposes stand to gain the most from participating in such tenders.

## Notice

Contract to be completed within 12 months. 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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/27d7f270-cbc8-43f4-8ab9-6eada9f2b79b |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Oct 2024 |
| Submission deadline | 22 Oct 2024 |
| Future notice date | Not specified |
| Award date | 24 Oct 2024 |
| Contract period | 1 Nov 2024 - 31 Oct 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £106,091 |
| Lots value | Not specified |
| Awards value | £106,091 |
| 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 | PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN |
| Locality | MANCHESTER |
| Post town | Manchester |
| Postcode | M2 3HQ |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD33 Manchester |
| Local authority | Manchester |
| Electoral ward | Deansgate |
| Westminster constituency | Manchester Central |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | MICROSOFT |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment

### Codes

- 32400000 - Networks
- 32500000 - Telecommunications equipment and supplies

## Release History

- 25 Oct 2024 at 08:43 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/27d7f270-cbc8-43f4-8ab9-6eada9f2b79b

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/27d7f270-cbc8-43f4-8ab9-6eada9f2b79b
  25th October 2024 - Awarded contract notice on Contracts Finder

## Notice URLs

- http://www.ombudsman.org.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-b5fd17-876c7204-c79b-460c-be81-881b4d30337e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e.json.