Call and email contact management system procurement as a service (SaaS)

Summary

This tender concerns a cloud-based SaaS solution for call and email contact management for Helsingin Asumisoikeus Oy. The vendor must provide a SaaS-based solution with usage rights, service environment, configuration, deployment and handover, user and administrator training, documentation, and ongoing support, maintenance and incident management services. The solution should enable centralized processing of calls and emails, management of queues and handler responsibilities, classification, tracking and reporting of inquiries, and necessary integrations and interfaces. The customer has the right but not the obligation to order additional services related to system development or expansion during the contract period. The contract lasts 12 months with the possibility of two 12-month extension periods, exercisable by the customer by giving notice at least three months before expiry.