Source: https://tendernation.io/opportunities/01a13c21-e73c-72e4-93ee-820f5d10014f/interactive-voice-response-and-self-serve-telephony pending GB open procedure # Interactive Voice Response and Self-serve Telephony [Transport for London](https://tendernation.io/buyers/transport-for-london) Estimated value Not stated Published 30 Jan 2018 Deadline Rolling deadline ## Who can bid - Open procedure Anyone can submit a full tender; there is no shortlisting stage. ## About this tender TFL issues this notice to seek an expression of interest from prospective suppliers for Interactive Voice Response (IVR) and Self-serve Telephony (SST). TfL may hold a supplier day with those who have expressed an interest and would like to attend (presentation and Q&A session) to explore what options are currently available in the market, and to gain a better understanding of how the technology may have changed. TfL's Contact Centre Operations (CCO) ultimate intention is to procure Interactive Voice Response (IVR) and telephony based self-service technology (SST). These are key pieces of business critical technology which interact with TfL's customers through the use of voice and dual-tone multi-frequency (DTMF) tones which steer customers to the appropriate option. This option includes, but is not limited to, pre-recorded audio messages, pre-determined direct dial ins (DDIs)that route to different contact centres and specific hunt groups. Additional information: - Ability to provide a level of monitoring that would flag eg. connection point with another tool was failing. - Capability to independently build, configure and tweak call flows and mobile devices via a URL - Clear product roadmaps. - Numerous environments to allow change management. - Experience of integration with other third party technology. eg. Avaya, Cubic and Geomant. - IVRs and accompanying functionality that will route callers including; DTMF, voice, hour nodes, switch nodes, target connection points, audio nodes and IVR menus, with traffic in excess of 6 million minutes per period. - Functionality that will ensure that CCO remain Payment Card Industry (PCI) compliant when handling Contactless Payment Card (CPC) enquiries, in line with DPA and GDPR. - Self-service functionality that will protect CCO from >250 hours of manual work per period - Availability of >99.5% across technology. ### Current contract end date: June 2019 New contract to be in place by: Circa - October 2018 Possible supplier day: Month of March 2018 - Potentially within the first 2 weeks Read full description ## CPV classification Shared-business telephone network services Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/488901bc-0f2f-4619-9129-f87edc1cde03) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. [Track tenders free](https://tendernation.io/register) [Buyer profile Transport for London: past awards and live tenders](https://tendernation.io/buyers/transport-for-london) [Sector More Postal & telecoms services tenders](https://tendernation.io/sectors/postal-telecoms-services) ## More tenders like this [Short Message Service (SMS) services – A notification system for sending SMS and voice messages in the stand-by and crisis support tool. · Direktoratet for samfunnssikkerhet og beredskap (DSB) · 7 days left · 26 Oct 2026](https://tendernation.io/opportunities/01a15183-09c8-72e7-83fd-3e72fdf21eb8/norway-short-message-service-sms-services-a-notification-system-for-sendin) [Postal and telecommunications services – Usługi pocztowe · Kasa Rolniczego Ubezpieczenia Społecznego · 17 days left · 5 Nov 2026](https://tendernation.io/opportunities/01a15183-66c5-716c-a153-f4e0d2c3f2c9/poland-postal-and-telecommunications-services-uslugi-pocztowe) [Postal services – SL 90-26O Postdienstleistungen für den Landkreis Vorpommern-Rügen · Landkreis Vorpommern-Rügen · 29 days left · 17 Nov 2026](https://tendernation.io/opportunities/01a15183-bff1-7115-921b-03d0d8bdc09a/germany-postal-services-sl-90-26o-postdienstleistungen-fur-den-landkreis-vor) [Postal services related to newspapers and periodicals – Procurement of newspaper distribution · Ministry of Transport · 31 days left · 19 Nov 2026](https://tendernation.io/opportunities/01a15183-66f7-7002-b14b-7bfe728ca49a/norway-postal-services-related-to-newspapers-and-periodicals-procurement-of) [Postal services related to parcels – Accord-Cadre pour le transport de documents et colis de moins de 30kg en express · EDF SA · 32 days left · 19 Nov 2026](https://tendernation.io/opportunities/01a15183-6693-737e-ba6c-c2746f617690/france-postal-services-related-to-parcels-accord-cadre-pour-le-transport-de) [Postal services – Postdistribution · Luleå kommun · 22 days left · 9 Nov 2026](https://tendernation.io/opportunities/01a15183-116e-72c8-ad0e-902f71a33959/sweden-postal-services-postdistribution)