Provision of High Volume Call Handling (HVCH)

The procurement contact named on the official notice.

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.