Basic Information

Reference Number

PW-20-00935616

Issuing Organization

Canada Revenue Agency

Owner Organization

Canada Revenue Agency

Solicitation Type

RFI - Request for Information (Informal)

Solicitation Number

1000355513

Title

Enhanced Call Analytics (1000355513)

Source ID

PWGSC

Agreement Type

World Trade Organization Agreement on Government Procurement (WTO-AGP)

Details

Location

All of Canada

Dates

Publication

2020/11/30 12:00:00 AM EST

Closing Date

2021/01/25 11:59:00 PM EST

Contact Information

Wawrzynczak, Val

613-995-4618

Val.Wawrzynczak@cra-arc.gc.ca

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.

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