Telecom Service (Interconnection Network Operation, Network Acd, Ivr, Cti) Tender

Procurement Summary

Country : Germany

Summary : Telecom Service (Interconnection Network Operation, Network Acd, Ivr, Cti)

Deadline : 21 Jul 2023

Other Information

Notice Type : Tender

TOT Ref.No.: 85548065

Document Ref. No. : 418896-2023

Financier : Self Financed

Purchaser Ownership : Public

Tender Value : Refer Document

Purchaser's Detail

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Tender Details

With this procedure, the contribution service is looking for a service provider who, on the one hand, will continue to ensure accessibility via the existing service numbers from all German fixed and mobile networks and, in principle, from abroad, as well as secure, targeted and efficient distribution and processinging of the calls in the call center network of the contribution service is guaranteed with the shortest possible waiting times for the caller with optimal capacity utilization of the call center network. On the other hand, customer orientation and efficiency of the telephone service should be increased by using technological potential anda closer integration with the CRM system of the contribution service can be increased.

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The service to be procured with this objective includes

1. the porting and connection of the existing service numbers and the routing of these numbers in the IN service (intelligent network);

2. the distribution andControl of incoming calls in a call center network with a heterogeneous PBx environment using an ACD (Automatic Call Distribution) located in the network. The network currently includes four external service providers at currently seven locations as well as the central location of the contribution service;

3.the implementation and integration of a powerful, state-of-the-art IVR (Interactive Voice Response) component, which enables targeted control and automated processing of various customer requests even after the contributor has been identified...
Document Type : Corrigendum/Additional information (Please refer tender document)
Reference Number : BW 07/22
Contract Type : Services
64200000 - Telecommunications services
Authority Type : Other
Type of Procedure : Competitive procedure with negotiation
Regulation : European Union, with participation by GPA countries
Bid Type : Submission for all lots
Doc Title : Telecommunications services
Dispatch Date : 2023-07-06
Publish Date : 2023-07-11
Submission Date : 2023-07-21

Documents

 Tender Notice