# Provision of Contact Centre with Call Recording & Transcription \(PR2207\)

> Tender notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [Parliamentary and Health Service Ombudsman](/buyers/parliamentary-and-health-service-ombudsman/contract-awards)
- Tender value: £100,000
- Published: 19 December 2023
- Planned start: 12 February 2024
- Planned end: 24 April 2025
- Stage: open_tender
- Procurement category: services
- Notice ID: c8a991b0-413c-4284-ab8a-62056bd2975b-708472
- OCID: ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d

## Description

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 \(https://procontract\.due-north\.com/Login\)\.

## Related contract awards

- [PR2344- Turbo360 License](/contracts/ocds-b5fd17-7394a6ac-c687-4b99-8757-9451af78472c): Parliamentary and Health Service Ombudsman
- [PR2339 Saas-based ITSM Solution](/contracts/ocds-b5fd17-095533ea-8f86-4e19-b90b-3af7a4582a3d): Parliamentary and Health Service Ombudsman
- [PR2312- Multi-Route Digital Identity Verification \(IDV\) Services: GBG ID3global and GBG IDscan Enterprise](/contracts/ocds-b5fd17-bc123846-8559-4bbe-9286-b6baa2818926): Parliamentary and Health Service Ombudsman

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/c8a991b0-413c-4284-ab8a-62056bd2975b-708472)