PR2207A - Call Centre With Call Recording & Transcription

Award

Value

£106,091

Suppliers

Classifications

  • Telecommunications equipment and supplies

Tags

  • award

Submission Deadline

3 months ago

Published

3 months ago

Description

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.

Documents

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  • Contract Agreement

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  • Award Notice

    Details on the tender award and selected suppliers.

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