Call-centre information system installation, communications, development and maintenance services

Summary

The procurement covers the installation and customisation of a call-centre information system in two stages, together with the rental of system licences and equipment. The contract also includes 24 months of system support and maintenance, up to 1,000 hours of development work, and training for 235 users, with one additional session available for up to 15 participants. Other items include call-centre telephony and mobile connectivity, numbers and voice channels, call recording and storage, AI-based transcription and automated call evaluation, SMS, mobile data and related services. The listed quantities are forecasts, not a commitment to purchase; payment is for services actually ordered and delivered. The tenderer must submit a solution meeting the technical specification, a completed offer and an Excel price schedule, and identify known subcontractors and the share of commitments assigned to them. The price excluding VAT is used for evaluation, and the economic-advantage methodology is set out in the tender conditions. Exact turnover, experience and staffing requirements must be checked in the tender documents. The tenderer and its associated parties must also comply with national-security, sanctions and personal-data protection conditions.