Quality Assurance and Speech Analytics - PP1015

Concepts

• information technology
• coventry
• quality assurance
• previous quality management system
• quality management
• delivery of a saas quality management
• automated quality management system
• terms of quality assurance
• speech
• speech analytics

Location

United Kingdom:

Description

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.

Total Quantity or Scope

The previous quality management system was manually implemented. Moving to a system that is based on speech and contact monitoring, with artificial intelligence built into it, will enable greater coverage in terms of quality assurance, but also greater insight into our customers’ experience. Our requirements are as follows: -Review of existing customer contacts, system set up, quality assurance and operational approach to ensure best design of system. -Delivery of A SaaS Quality Management and Interaction analysis with initial licences for 80 users and 10 management staff, that meets identified requirements. -Standard out of the box lexicon, taxonomy and artificial intelligence foundations for Orbit to build upon. Support Orbit to do this. -Set up and implementation support. -Work with Orbit IT and partners to ensure processes and technical infrastructure for enabling access to all associated calls, emails, webchat and required metadata -Ensure/advise that the ‘to be’ design is GDPR compliant. -Assist Orbit with defining of implementation and monitoring metrics. -With assistance from Orbit, produce documentation required to support the new service(s) in BAU. -Training delivery for users and super users of the system -Ensure that existing retention policies regarding data backups remain in force.

Award Detail

Award Criteria

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support
• 71700000 - Monitoring and control services
• 79512000 - Call centre

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** In March 2021, we completed a review of internal business and project resources for 2021-22. Considering some emerging and changing business priorities and increased capacity challenges with internal delivery resources, it has been decided to put the Quality Assurance and Speech Analytics project on hold. The implementation of the system and business capability remains and business ambition. However, considering the full project portfolio review, it is been put on hold for an initial 6-month period to be reviewed again later in the year.