Enhanced Call Analytics
Solicitation number 1000355513
Publication date
Closing date and time 2021/01/25 23:59 EST
Last amendment date
Description
The Canada Revenue Agency (CRA) has eight public-facing general enquiries call centres across Canada (see Appendix B) with agents answering over 12 million calls each year. The majority of these calls are recorded but current manual processes only allow the CRA to review a small percentage of this data. These call recordings hold valuable insights into clients’ conversations, their needs and expectations, as well as their limitations with current services and/or processes. The CRA is seeking information on solutions that can leverage technology to automatically transcribe, review, categorize and analyze large volumes of call recordings and metadata in near-real time.
Contract duration
Refer to the description above for full details.
Trade agreements
-
World Trade Organization Agreement on Government Procurement (WTO GPA)
Contact information
Contracting organization
- Organization
-
Canada Revenue Agency
- Address
-
555 Mackenzie AvenueOttawa, Ontario, K1A 0L5Canada
- Contracting authority
- Wawrzynczak, Val
- Phone
- 613-995-4618
- Email
- Val.Wawrzynczak@cra-arc.gc.ca
- Address
-
280 Albert Street, 8th FloorOttawa, ON, K1A 0L5CA
Buying organization(s)
- Organization
-
Canada Revenue Agency
- Address
-
555 Mackenzie AvenueOttawa, Ontario, K1A 0L5Canada
Bidding details
Full details regarding this tender opportunity are available in the documents below. Click on the document name to download the file. Contact the contracting officer if you have any questions regarding these documents.
Document title | Amendment no. | Language | Unique downloads | Date added |
---|---|---|---|---|
rfi_1000355513_q_14-17_bilingual.pdf |
French
|
19 | ||
rfi_1000355513_q_14-17_bilingual.pdf |
English
|
19 | ||
rfi_1000355513_q_11-13_bilingual.pdf |
French
|
20 | ||
rfi_1000355513_q_11-13_bilingual.pdf |
English
|
20 | ||
rfi_1000355513_q_6-10_bilingual.pdf |
French
|
20 | ||
rfi_1000355513_q_6-10_bilingual.pdf |
English
|
20 | ||
rfi_enhanced_call_analytics_final.pdf |
French
|
20 | ||
rfi_enhanced_call_analytics_final.pdf |
English
|
20 | ||
rfi_1000355513_q_1-5_bilingual.pdf |
French
|
24 | ||
rfi_1000355513_q_1-5_bilingual.pdf |
English
|
24 | ||
rfi_enhanced_call_analytics_final_french_.pdf | 000 |
French
|
16 | |
rfi_enhanced_call_analytics_final.pdf | 000 |
English
|
122 |
Access the Getting started page for details on how to bid, and more.