Supply Software as a Service Customer Contact Management Solution
The contact management solution shall be fully integrated to the Customers’ systems infrastructure and based upon cloud technology.
United Kingdom-London: Software package and information systems
2017/S 163-336225
Contract notice
Services
Directive 2014/24/EU
Section I: Contracting authority
I.1)Name and addresses
232075135
100 Chalk Farm Road
London
NW1 8EH
United Kingdom
Contact person: David Golledge
Telephone: +49 7747568205
E-mail: dgolledge@onehousing.co.uk
NUTS code: UKI
Address of the buyer profile: http://www.onehousing.co.uk/
I.3)Communication
I.4)Type of the contracting authority
I.5)Main activity
Section II: Object
II.1.1)Title:
Provision of a Software as a Service Customer Contact Management (CCM) Solution.
II.1.2)Main CPV code
II.1.3)Type of contract
II.1.4)Short description:
Provision of system integration and delivery of a comprehensive Customer Contact Management solution (CCM).
The CCM solution shall be fully integrated to the Customers’ systems infrastructure and based upon cloud technology, Software as a Service (SaaS) and Platform as a Service (PaaS) technology.
Requirement that the CCM system shall be based upon a Commercial of the Shelf (COTS) solution thereby minimising any customisation.
The Supplier will provide design, configuration, integration, installation, test, maintain and support the solution for up to five (5) years.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
II.2.4)Description of the procurement:
Provision of system integration and delivery of a comprehensive Customer Contact Management solution (CCM).
The Supplier will provide design, configuration, integration, installation, test, maintain and support the solution for up to five (5) years.
The requirements involve the provision of a Customer Contact Management (CCM) system and platform based within the cloud. The system will include the following key features (Note: All features may not be adopted immediately):
Universal Queue
Multichannel
Self Service
Telephony
Chat functionality
Web Call-back
Social Media (Twitter & Facebook)
SMS
Wallboards
Enhanced Reporting capabilities
CRM integration via API’s
PCI DSS Call Recording
Operator Console (Switchboard)
Provide a Universal Agent queue for all media
Provide an overall enhanced customer experience, increased satisfaction
Replacement of the existing End of Life Avaya telephony platform that provides current Automatic Call Distribution for the business
A solution that has a clear defined product roadmap
A Skype for Business certified Customer Contact Management solution to allow inter-system operability
A pay as you use service, turn features on/off as required
Enable a mobile workforce
Provide an intuitive end user desktop display which will allow drag and drop of routine tasks
Enhanced Reporting capabilities
Description of the requirements including specified functional / non-functional requirements is available with the published procurement documents.
II.2.5)Award criteria
II.2.6)Estimated value
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
II.2.9)Information about the limits on the number of candidates to be invited
Criteria specified in the procurement documents available to all interested suppliers.
II.2.10)Information about variants
II.2.11)Information about options
II.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.2.3)Information about staff responsible for the performance of the contract
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.5)Information about negotiation
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
Section VI: Complementary information
VI.1)Information about recurrence
VI.4.1)Review body
London
United Kingdom
VI.5)Date of dispatch of this notice:
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