Prior Information Notice For Call Center – Omnichannel Contact Center Service, In Pilot Phase, To Respond To Citizens Queries Of A Consular Nature. The Purpose Of The Contract Is The Provision Of A Comprehensive Contact Center Service That Centrally Addresses All Queries Related To Crises And Emergencies Received By Consular Offices (178 Offices Located In 115 Countries) From Citizens And Responds, In A Pilot Phase, To A Reduced Volume Of Queries About General Information. The Winning Company Must Assign The Necessary Human Resources (Teleoperators, Coordinators, Supervisors, Training And Quality Managers, Among Other Profiles) As Well As The Essential Material Means (Personal Computers With Their Corresponding Software Licenses, Internet Access, Among Others) To Attend To The Volume Of Citizen Queries Established For Each Of The Channels And Guarantee Compliance With The Clauses And Service Level Agreements (Hereinafter Ans) Provided For In The Specifications Throughout The Contract Execution Period. The Service Will Be Provided On A Market-Based Contact Center–Crm Technological Platform That The Mauc Will Have In Operation In A Public Cloud At The Beginning Of The Contract.
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