Quality Assurance and Speech Analytics - PP1015

Orbit have recently transitioned to a new telephony platform, Anywhere365, (API Info) and as part of this transition have moved away from the previous Quality Management System. Quality Management is vital to our business, especially our Contact Centre and as part of this transition we are looking to implement a new solution for this purpose. We would like to enter into contract with a suitable provider who can implement an automated quality management system across all our calls, emails and live chats. The contract will be awarded for 24 months with 2x further options to extend for a further 12 months (2+1+1). Provision of the service is expected to commence April 2021. This procurement procedure is being run on the e-procurement portal 'Pro-Contract' https://procontract.duenorth.com. If not already registered on the portal, Suppliers can register for free. You will need to search for the opportunity and register interest to view the documents and submit a response. All queries relating to this opportunity must be raised via the portal's message function.