Buyer	Parliamentary and Health Service Ombudsman — not a council we hold
Supplier	Microsoft Limited

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.

Runs	1 Nov 2024 to 31 Oct 2025
OCID	ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e
Notice	Read it on Contracts Finder

Figures are as published An award value in OCDS may be a framework ceiling rather than a sum anyone expects to spend, so a large figure here is not evidence of a large purchase.