Driver & Vehicle Licensing Agency · Awarded contract
Awarded

Provision of Strategic Telephony Services to Driver & Vehicle Licensing Agency

Awarded 24 Nov 2020

View live tenders
Awarded24 Nov 2020
Value£17,919,398.46
SupplierWAVENET LIMITED
AgencyDriver & Vehicle Licensing Agency
RegionUnited Kingdom
CategoryTelecommunications
Ended 12mo ago5y term
Awarded 24 Nov 2020Expired 23 Nov 2025

About

Driver & Vehicle Licensing Agency awarded a contract to WAVENET LIMITED for the provision of strategic telephony services, utilising the CCS framework Network Services 2 (RM3808).

The solution encompasses a new back office telephony system (handsets, voicemail), replacement of existing contact centre technologies including WFM, speech analytics, telephony, digital channels, and chat bots, drag-and-drop IVR administration, a scalable cloud solution with pay-per-use, regular product releases, and in-house development and administration capabilities.

It also includes a suite of new technologies: digital signage, customer satisfaction surveys, IVR bots, quality monitoring, text analytics, and natural voice IVRs.

The contract was awarded for a duration of 5 years with the option to extend for a further 1+1 year, at a value of £17,919,398.46.

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