Implementation of Microsoft Dynamics 365 Integrated Telephony Contact Centre with Call Recording and Transcription for the Parliamentary and Health Service Ombudsman

About

Parliamentary and Health Service Ombudsman awarded a contract to Microsoft Limited for the implementation and support of a Microsoft Dynamics integrated Telephony Contact Centre with Call Recording & Transcription solution.

The contract, valued at AUD 106,091, is to be completed within 12 months.

The solution includes acquiring a call recording and transcription product that automatically records calls and transcribes conversations, linking files to cases/contacts for easy retrieval.

It also includes a contact centre solution integrated into Dynamics 365 (PHSO CMS) with call recording and transcription capabilities.

Call activity allows users to insert notes and show time stamps for activities on each case/contact.

The solution provides the ability to stop/start recordings and access files for playback.

It supports different retention policies, with non-casework call recordings and transcriptions purged within 30 days.

Access to files is available for review, training, and learning purposes, as well as for Subject Access Requests (SAR) and data mining in a format meeting PHSO requirements.