HMRC requires a replacement best of breed Transcription, Analytics and Quality Management Service to undertake detailed analysis of all calls received by HMRC and, in due course, analysis on data from other digital interactions such as webchat, to analyse how it interacts with its customers.

The service will need to integrate with HMRC’s current telephony services, which sit within an Odigo platform, with Nuance call steering and voice recordings stored on HMRC’s cloud infrastructure.

The overall £5,188,333 value includes for the optional extension of the contract for a total of a further 2 years. The value for the initial term is £2,748,333.

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.