# PR2207A - Call Centre With Call Recording & Transcription

> A sourced UK public sector contract award published by Parliamentary and Health Service Ombudsman.

## Key facts

- Buyer: [Parliamentary and Health Service Ombudsman](/buyers/parliamentary-and-health-service-ombudsman/contract-awards)
- Supplier: [Microsoft Limited](/suppliers/microsoft/public-sector-contract-awards)
- Award value: £106,091
- Tender value: £106,091
- Award date: 25 October 2024
- Published: 25 October 2024
- Contract start: 1 November 2024
- Contract end: 31 October 2025
- Stage: awarded
- Procurement category: services
- Notice ID: 27d7f270-cbc8-43f4-8ab9-6eada9f2b79b-797071
- OCID: ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e

## Description

Contract to be completed within 12 months\. 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\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/27d7f270-cbc8-43f4-8ab9-6eada9f2b79b-797071)