Contact center software

Summary

The tender concerns the replacement and implementation of a scalable contact center solution for REWAG, including licenses, integration, migration, configuration, training, support, documentation and operation. The solution must support approximately 100 agents and 10 supervisors, integrate with the existing Avaya environment or provide a credible migration concept, and connect with SAP S/4HANA and other CRM, ERP, BI, ticketing and collaboration systems. It must provide telephony, routing, IVR, reporting, quality and workforce management, knowledge access, data protection, information security and optional omnichannel and AI functions. The bid must be submitted electronically and encrypted by 28 September 2026 at 12:00. Evaluation is based on the net total price, qualitative fulfilment, the implementation concept and a live demonstration.