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Analytics and Quality Management
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Descriptions
HMRC requires Transcription, Voice Analytics & Quality Management Services that integrates with current telephony partners Odigo and Nuance. The current telephony service has 30k configured users, 9k concurrent users who handle 30m calls per year. The services provided must be flexible and scalable to cope not only with HMRC’s large annual call volumes but also with distinct business areas and several peaks periods throughout the year.
Timeline
Published Date :
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Tender Regions
CPV Codes
48000000 - Software package and information systems
48314000 - Voice recognition software package
72226000 - System software acceptance testing consultancy services
48300000 - Document creation, drawing, imaging, scheduling and productivity software package
72253000 - Help-desk and support services
72261000 - Software support services
72225000 - System quality assurance assessment and review services
48330000 - Scheduling and productivity software package
72228000 - Hardware integration consultancy services
72251000 - Disaster recovery services
72223000 - Information technology requirements review services
48512000 - Interactive voice response software package
72252000 - Computer archiving services
32543000 - Telephone switchboards
72221000 - Business analysis consultancy services
72222000 - Information systems or technology strategic review and planning services
72212314 - Voice recognition software development services
72254000 - Software Testing
72224000 - Project management consultancy services
72227000 - Software integration consultancy services
32583000 - Data and voice media
72212512 - Interactive voice response software development services
Keywords
ASR software
operator boards
data tape media
PMO setup
unit testing
audio tapes
gap analysis
SLA management
test automation
KPI definition
budget planning
system testing
IT systems
speaker identification
voice prompt scripting
document layout platform
architecture planning
future-state design
integration testing
bug ticket processing
manual switchboards
DTMF signal detection
task planner software
voice recognition
user inquiry handling
QA documentation audit
software troubleshooting
workflow improvement
24/7 user assistance
productivity dashboard
roadmap development
IVR call routing system
telephone switchboards
voice menu software
functional testing
long-term data storage
acceptance testing
performance testing
regression testing
system bus configuration
DR site provisioning
impact assessment
defect trend analysis
raster image editor
critical path analysis
vector drawing tools
service request handling
capacity planning tool
digital calendar system
UAT framework design
resource leveling tool
DTMF response system
maturity modeling
stakeholder workshops
performance benchmarking
voice analytics module
communications media
IT governance framework
use case modeling
performance monitoring
go-live certification
speech-prompting engine
voice command engine
resilience engineering
voicemail storage
caller input interpreter
feasibility validation
data center replication
digital solutions
usability testing
quality assurance
enterprise software
speech-to-text modules
test log auditing
call routing logic
call queue management
speech-to-text software
release validation
IT strategy planning
cost-benefit analysis
application software
quality audit execution
requirements gathering
multi-tier helpdesk
spreadsheet creator
outbound call workflow
voice script designer
test process evaluation
functional analysis
office suite software
project calendar sync
acoustic model tuning
presentation builder
user support ticketing
conversational AI module
time-tracking interface
incident logging system
archive media handling
remote IT support
voicemail system coding
capability assessment
IT failover solutions
packaged applications
requirement traceability
IVR system programming
task dependency manager
secure data vaulting
requirement validation
schedule optimization
embedded systems linkage
data and voice media
call reporting module
requirements elicitation
milestone scheduler
service layer integration mapping
functional specification drafting
technical troubleshooting interface
speaker-independent voice system
technology investment planning
validation review sessions
quality maturity diagnostics
deployment readiness consulting
project health assessment
API orchestration strategies
workflow automation software
language model adaptation
cross-platform interface planning
hardware-software interfacing strategy
regulatory compliance checks
recovery time objective (RTO) setup
noise-cancellation interface
user approval testing guidance
multilingual speech recognizer
telephone exchange boards
integration architecture design
system requirement sign-off
backup restoration services
license management support
business process modeling
version patching services
call center voice analytics
system handshake protocol design
support team coordination
hands-free voice interface
project governance design
acceptance test scripting
functional compliance verification
firmware integration plans
controller interface mapping
business continuity planning
archive system integration
document indexing for storage
dictation transcription tool
long-term software upkeep
speech recognition integration
dynamic prompt generation
voice command integration
stakeholder management planning
structured data retention
software package and information systems
self-service phone system
real-time transcription APIs
requirement prioritization
physical systems synchronization
strategic alignment workshops
issue resolution workflow
feature request coordination
risk management consulting
stakeholder approval process
stakeholder requirement workshops
middleware advisory services
real-time dictation software
system readiness assessment
legacy system compatibility consulting
peripheral configuration consulting
automatic notification system
telephony menu flow design
recovery infrastructure setup
digital preservation consulting
backup archival scripting
disaster simulation testing
business requirement specification
compliance review services
data exchange model alignment
resource allocation planning
system validation support
business case development
digital transformation roadmap
workload balancing engine
sensor-actuator coordination
telephony automation tool
device communication protocols
desktop publishing solution
Workflows
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