Contact Centre Solution

Summary

The Municipality of Groningen is procuring a cloud-based contact centre service covering supply, implementation, operation and further development for handling incoming and outgoing customer contacts. The initial channels are telephony, email and web chat, with options to add channels such as WhatsApp and social media messaging; the contract also includes two on-premises session border controllers. The estimated value is €1.3 million over a maximum of 10 years: an initial five-year term and five one-year extension options. An independent office telephony solution for up to 1,000 users is also requested as an option.