--- title: "Quality Assurance and Speech Analytics - PP1015" ocid: "ocds-h6vhtk-02a46e" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02a46e" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02a46e.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02a46e.json" source: "Find A Tender Service" current_stage: "Award" buyer: "ORBIT GROUP LIMITED" published: "2021-04-09" --- # Quality Assurance and Speech Analytics - PP1015 Buyer: ORBIT GROUP LIMITED Current stage: Award OCID: ocds-h6vhtk-02a46e [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02a46e) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02a46e.json) ## Summary Orbit Group Limited is seeking to implement a new Quality Assurance and Speech Analytics system, following their recent transition to a new telephony platform, Anywhere365. The procurement, described as an open tender titled "Quality Assurance and Speech Analytics - PP1015," was initiated but later cancelled. The project aimed to establish an automated quality management system for their Contact Centre operations, with a contract originally set for 24 months and potential extensions. The procurement process involved IT services within the consulting and software development industry category and was planned to commence in April 2021. Unfortunately, the tender was discontinued after review due to new business priorities. This tender represents potential opportunities for businesses specialising in IT services, specifically those with expertise in quality management systems, artificial intelligence, and customer experience technology. Businesses with capabilities in implementing SaaS solutions and monitoring services for call centres would be particularly well-suited for future procurement processes. The cancellation of this particular contract may open avenues for suppliers looking to address Orbit Group's quality management needs, emphasising the importance of innovative solutions in evolving telecommunications environments. ## Notice Orbit have recently transitioned to a new telephony platform, Anywhere365, (API Info) and as part of this transition have moved away from the previous Quality Management System . Quality Management is vital to our business, especially our Contact Centre and as part of this transition we are looking to implement a new solution for this purpose. We would like to enter into contract with a suitable provider who can implement an automated quality management system across all our calls, emails and live chats. The contract will be awarded for 24 months with 2x further options to extend for a further 12 months (2+1+1). Provision of the service is expected to commence April 2021. ### Lot Information Lot 1 The previous quality management system was manually implemented. Moving to a system that is based on speech and contact monitoring, with artificial intelligence built into it, will enable greater coverage in terms of quality assurance, but also greater insight into our customers' experience. Our requirements are as follows: -Review of existing customer contacts, system set up, quality assurance and operational approach to ensure best design of system. -Delivery of A SaaS Quality Management and Interaction analysis with initial licences for 80 users and 10 management staff, that meets identified requirements. -Standard out of the box lexicon, taxonomy and artificial intelligence foundations for Orbit to build upon. Support Orbit to do this. -Set up and implementation support. -Work with Orbit IT and partners to ensure processes and technical infrastructure for enabling access to all associated calls, emails, webchat and required metadata -Ensure/advise that the 'to be' design is GDPR compliant. -Assist Orbit with defining of implementation and monitoring metrics. -With assistance from Orbit, produce documentation required to support the new service(s) in BAU. -Training delivery for users and super users of the system -Ensure that existing retention policies regarding data backups remain in force. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/007421-2021 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 9 Apr 2021 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 9 Apr 2021 | | 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 | Cancelled | | Lots status | Cancelled | | Awards status | Unsuccessful | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | ORBIT GROUP LIMITED | | Locality | COVENTRY | | Post town | Coventry | | Postcode | CV3 2SU | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG3 West Midlands | | ITL 3 | TLG33 Coventry | | Local authority | Coventry | | Electoral ward | Wyken | | Westminster constituency | Coventry East | | Delivery location | Not specified | ## CPV Codes ### Divisions - 71 - Architectural, construction, engineering and inspection services - 72 - IT services: consulting, software development, Internet and support - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 71700000 - Monitoring and control services - 72000000 - IT services: consulting, software development, Internet and support - 79512000 - Call centre ## Release History - 9 Apr 2021 at 14:29 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/007421-2021 ## Notice URLs - http://procontract.due-north.com - http://www.orbit.org.uk - https://ted.europa.eu/udl?uri=TED:NOTICE:000172-2021:TEXT:EN:HTML ## 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-h6vhtk-02a46e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02a46e.json.