Tenders Are Invited For Software Implementation Services – L-Bank - Europe-Wide Award Of The Provision And Implementation Of An Omnichannel Contact Center System Including Ai Functionality In A Negotiated Procedure With Participation Competition According To Vgv

Software Implementation Services – L-Bank - Europe-Wide Award Of The Provision And Implementation Of An Omnichannel Contact Center System Including Ai Functionality In A Negotiated Procedure With Participation Competition According To Vgv. The L-Bank Is The Development Institute Of The State Of Baden-Württemberg. Its Business Activities Are Determined By The Legal Mandate To Support The Country In The Fulfillment Of Its Public Tasks, Particularly In The Areas Of Structural, Economic And Social Policy, And To Implement Support Measures In Accordance With The State Aid Regulations Of The European Union. The Subject Of The Present Procedure Is The Delivery, Implementation And Commissioning Of An (Integrated) Omnichannel Contact Center System In The Saas Operating Form For The Technical Support Of The Advice And Support Of Customers, Including The Development And Implementation Of An Ai-Supported Customer Agent As Well As The Necessary Project And Implementation Services. In Particular, The Following Services Will Have To Be Provided: Scope Of Services: 1. Omnichannel Contact Center System The Contractor Provides A Central Contact Center System That Enables The Operation Of The Service Center And Supports At Least The Following Customer Channels: - Telephony (Inbound And Outbound) - Email - Chat The System Must: - Be Client And Role Capable, - Have Deep Integration Into Microsoft Teams, So That: - Contact Center Agents Have The Option To Carry Out Their Work Directly Within Ms Teams - Central Administration And Identity Management Via The Microsoft Services Used In The Company Is Possible. 2. Ai Agent (1St Level Service & Routing) Provision Of An Ai-Supported Customer Agent That Automatically Answers 1St Level Customer Inquiries (E.G. Standard And Service Concerns), Classifies Customer Concerns According To Content (Intent Recognition), Automatically Forwards Inquiries To The Responsible Office Or To A Human Agent Depending On The Concern 3. Implementation And Introduction Project The Contractor Takes Over The Complete Introduction Of Both Components As Part Of A Project, Including: - Project Management - Technical Conception - Technical Implementation And Integration - Test Support - Go Live Support (Change Management User Training) - Documentation, Operational Management Manual - Handover To The Company. The System Must Support German-Language Use. The System Must Be Able To Be Used By L-Bank Users From Multiple Locations As Well As From The Home Office. The Contract Is Expected To Be Concluded By The End Of November 2026. The Contract Should Begin After The Contract Is Awarded And Have A Basic Term Of 36 Months. The Client Is Entitled To Optionally Extend The Contract For A Further 12 Months, Unless The Contract Is Terminated By The Client Six Months Before It Expires. The Contracting Authority Intends To Conclude A Contract Based On The Relevant Evb-It Contract Template. This Will Be Made Available To Bidders As Part Of The Invitation To Tender. The Parties Assume That The Contractual Service Is An Ict Service