# Analytics and Quality Management

> A sourced UK public sector contract award published by HMRC.

## Key facts

- Buyer: HMRC
- Supplier: Capita Customer Management Limited
- Award value: £2,740,000
- Tender value: £2,740,000
- Award date: 6 July 2021
- Published: 20 July 2021
- Contract start: 7 July 2021
- Contract end: 1 October 2023
- Stage: awarded
- Procurement category: services
- Notice ID: 1e5b4461-119f-4088-9ca9-53365ea6a2ad-452801
- OCID: ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627

## Description

HMRC requires a replacement best of breed Transcription, Analytics and Quality Management Service to undertake detailed analysis of all calls received by HMRC and, in due course, analysis on data from other digital interactions such as webchat, to analyse how it interacts with its customers\. The service will need to integrate with HMRC's current telephony services, which sit within an Odigo platform, with Nuance call steering and voice recordings stored on HMRC's cloud infrastructure\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/1e5b4461-119f-4088-9ca9-53365ea6a2ad-452801)