United Kingdom-Belfast: Provision of High Volume Call Handling (HVCH)
Details
| Contract Title: | United Kingdom-Belfast: Provision of High Volume Call Handling (HVCH) |
| Published Date: | Sep 21, 2025 |
| Notice Type: | Award (ContractAwardNotice) |
| Value Banding: | High Value |
| Delivery Point: | United Kingdom |
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 i...