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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.
| Supplier | Identifier | Award Value | Cross-References |
|---|---|---|---|
| Capita Customer Management Limited | 01336850 | £2,740,000 | - |
Government spending data: This supplier has received £44,691,957 in 156 payments (over £25k) from Department for Work and Pensions, HMRC (2010-05-21 to 2026-06-10). View full payment history →