Provision of High Volume Call Handling (HVCH)

Concepts

• belfast
• normal call volumes
• call handling operations
• high demand
• hvch
• the automated hvch system
• high volume call handling
• handled
• handling
• system

Location

Description

HVCH is an integral part of NIE Networks’ fault and emergency response processes and systems. It plays a fundamental role in call handling operations, both during normal call volumes and periods of high demand. The HVCH hosted system provides 100% speech recognition, enabling customers to be identified by postcode and house number when their telephone number is not matched within the NIE Networks’ database. Using HVCH ensures callers reporting a fault never receive an engaged tone, as the call is either handled by a Customer Service Agent (CSA), or the automated HVCH system. Additionally, HVCH provides customers with the option to report a fault online.

Award Detail

CPV Codes

• None found

Legal Justification

The justification for this STA is reliance upon Clause 41 “Direct Award in Special Cases” of the Procurement Act 2023, Schedule 5. Where the goods to be supplied are strictly necessary for reasons of extreme and unavoidable urgency, and as a result the contract cannot be awarded on the basis of a competitive tendering procedure. The urgency is unavoidable as it is not attributable to any act or omission of NIE Networks and could not have been foreseen by NIE Networks.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **