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HMRC Contact Centre as a Service (CCaaS) Procurement
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Descriptions
HMRC is seeking an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services. This update marks the next step in the programme, the formal launch of the procurement. Key Information The CCaaS Programme aims to procure a solution encompassing: 1. The provision of product licenses and future acquisition/development of associated add-on products. 2. Service design, implementation and configuration services. 3. Run & support services, including proactive maintenance and testing. 4. Ongoing optimisation of services with the potential for innovation and transformation
Award criteria section amended for completeness.
Timeline
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Tender Regions
CPV Codes
64227000 - Integrated telecommunications services
72000000 - IT services: consulting, software development, Internet and support
48512000 - Interactive voice response software package
64215000 - IP Telephone services
48517000 - IT software package
Keywords
IVR call routing system
voice menu software
telephony automation tool
speech-prompting engine
caller input interpreter
DTMF response system
self-service phone system
voice script designer
outbound call workflow
call reporting module
enterprise IT toolset
system utilities bundle
network management suite
IT service desk software
configuration deployment tool
infrastructure monitoring platform
patch management utility
IT asset inventory
IT workflow engine
systems automation package
VoIP call provision
internet telephony service
SIP voice communication
hosted PBX solution
IP-based voice calls
broadband phone access
virtual phone system
software-based telephony
IP voice infrastructure
online voice network
all-in-one telecom solution
bundled voice-data network
unified communications provision
converged network service
integrated carrier offering
packaged telecom systems
hybrid connectivity solution
merged telecom services
end-to-end communication service
multi-service network integration
IT consulting
software development
web services
network support
system integration
IT infrastructure management
digital transformation
cloud services
cybersecurity support
application maintenance
helpdesk services
technical support
software customization
IT outsourcing
Tender Lot Details
2 Tender Lots
Workflows
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Possible Competitors
1 Possible Competitors
