Provision of High Volume Call Handling (HVCH)
Details
- Supplier(s)
- Eckoh UK Ltd
- Value
- £363,000
- Duration
- 2 years
- Topic
- IT services: consulting, software development, Internet and support
- Published
- 19 September 2025
- Source
- uk:find_a_tender
Tender 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. ## Contract award Title: Provision of High Volume Call Handling (HVCH)
Timeline
- Completed: Award published19 September 2025Current notice
- Completed: Award date19 September 2025
- Next: Contract expiry date30 November 2027in 14 months
About the buyer
NORTHERN IRELAND ELECTRICITY NETWORKS LIMITED is a public sector buyer in United Kingdom publishing tenders and awards on Stotles. Explore their procurement activity and find more opportunities like this one.
Relevant CPV codes
- 72000000 · IT services: consulting, software development, Internet and support
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@northern-ireland-electricity-networks-limited.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@northern-ireland-electricity-networks-limited.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@northern-ireland-electricity-networks-limited.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@northern-ireland-electricity-networks-limited.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@northern-ireland-electricity-networks-limited.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@northern-ireland-electricity-networks-limited.gov |
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