# Interactive Voice Response and Self-serve Telephony

> Pre-procurement notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [Transport for London](/buyers/transport-for-london/contract-awards)
- Published: 30 January 2018
- Stage: pre_procurement
- Notice ID: 0b62f4de-5551-423c-9ffe-7c81cfdcde7f-195049
- OCID: ocds-b5fd17-488901bc-0f2f-4619-9129-f87edc1cde03

## Description

TFL issues this notice to seek an expression of interest from prospective suppliers for Interactive Voice Response \(IVR\) and Self-serve Telephony \(SST\)\. TfL may hold a supplier day with those who have expressed an interest and would like to attend \(presentation and Q&A session\) to explore what options are currently available in the market, and to gain a better understanding of how the technology may have changed\. TfL's Contact Centre Operations \(CCO\) ultimate intention is to procure Interactive Voice Response \(IVR\) and telephony based self-service technology \(SST\)\. These are key pieces of business critical technology which interact with TfL's customers through the use of voice and dual-tone multi-frequency \(DTMF\) tones which steer customers to the appropriate option\. This option includes, but is not limited to, pre-recorded audio messages, pre-determined direct dial ins \(DDIs\)that route to different contact centres and specific hunt groups\. Additional information: - Ability to provide a level of monitoring that would flag eg\. connection point with another tool was failing\. - Capability to independently build, configure and tweak call flows and mobile devices via a URL - Clear product roadmaps\. - Numerous environments to allow change management\. - Experience of integration with other third party technology\. eg\. Avaya, Cubic and Geomant\. - IVRs and accompanying functionality that will route callers including; DTMF, voice, hour nodes, switch nodes, target connection points, audio nodes and IVR menus, with traffic in excess of 6 million minutes per period\. - Functionality that will ensure that CCO remain Payment Card Industry \(PCI\) compliant when handling Contactless Payment Card \(CPC\) enquiries, in line with DPA and GDPR\. - Self-service functionality that will protect CCO from >250 hours of manual work per period - Availability of >99\.5% across technology\. Current contract end date: June 2019 New contract to be in place by: Circa - October 2018 Possible supplier day: Month of March 2018 - Potentially within the first 2 weeks

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/0b62f4de-5551-423c-9ffe-7c81cfdcde7f-195049)