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Tender Details
- Country: United Kingdom
- Summary: Provision of Contact Centre with Call Recording & Transcription (Pr2207)
- GBT Ref No: 93971336
- Deadline: 17 Jan 2024
- Competition: ICB
- Financier: Self Financed
- Purchaser Ownership: Public
- Tender Value: Refer Document
- Notice Type: Tender
- Document Ref. No.: DN704343
- Purchaser's Detail :
- Description :
- Provision Of Contact Centre With Call Recording & Transcription (Pr2207)
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.
Please refer to ProContract eTendering portal (https://procontract.due-north.com/Login).
Region(s) of supply :Greater Manchester
Estimated value :N/A
Categories :32400000-7 - Networks
32510000-1 - Wireless telecommunications system
32520000-4 - Telecommunications cable... - Documents :
Purchaser : PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN
City GateManchesterGreater ManchesterM2 3HQUnited Kingdom
Contact Name :Stephanie Lai
Telephone :0300 061 4463
Email :stephanie.lai@ombudsman.org.uk
Email :stephanie.lai@ombudsman.org.uk
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