CCaaS service provision

Summary

The tender concerns the implementation and operation of a CCaaS solution for GBLT’s contact centre in the Zwolle area. The supplier must implement a cloud-based contact centre with integrations to CRM, workforce management, directory and knowledge-base systems, and provide 48 months of operation, maintenance, support, training, reporting and exit assistance. The solution must support telephony, IVR, self-service, live chat, digital messaging, call recording, speech recognition, AI assistance, and real-time and historical reporting. The initial contract period includes 5 months and 15 calendar days of implementation and 48 months of use; it may be extended up to twice by 12 months. The submission deadline is 29 September 2026 at 10:00. Tenders will be evaluated on the basis of price and quality, with total fictional values of EUR 50,000 assigned to the qualitative sub-criteria.