Tenders Are Invited For Software Package And Information Systems – Contact Center

Software Package And Information Systems – Contact Center. Welcome To Submit Tenders To The Swedish Migration Agency. The Swedish Migration Agency Hereby Invites Suppliers To Submit Tenders In This Procurement Of Contact Centers. The Procurement Concerns A New Contact Center Platform (Hereinafter Referred To As The System). The System Must Handle Answering Phone Calls And E-Mails From The Public And Manage Management And Follow-Up Of Incoming Cases (Emails And Incoming Calls). The System Shall Provide Functionality For Callback And A Module For Scheduling. Queue And Individual Statistics Must Also Be Managed In The System. After The Introduction Of The System Is Completed, It Is Estimated That Approximately 200 Simultaneous Agents And 20 Administrators Will Work In The System. The Swedish Migration Agency Receives Approximately 1,400,000 Incoming Calls And 400,000 Emails Per Year In The Current Contact Center System. The System Needs To Be Dimensioned To Cope With Demand, Which Can Vary Over Time. The System Must Be Operated As A Private Cloud Service. The Systems Core Functions – I.E. Handling Of Calls, E-Mail And Scheduling Module – Must Be Operated In A Server Hall Owned Or Exclusively Rented By The Supplier (Or Its Sub-Supplier) And This Must Have Its Physical Location Within The Eu/Eea. The Supplier Must Have Full Technical And Administrative Control Over The Hardware, Network And Operating Platform In The Server Hall. The Swedish Migration Agency Will Provide A Separate Service For Encryption Of Free Text In Incoming E-Mail Messages Before They Reach The System. This Encryption Service Must Be Operated Locally By The Swedish Migration Agency. The Technical Design Of The Service Is Not Yet Fully Defined, But Will Be Developed In Dialogue With The Supplier During The Introduction Project. The System Must Be Able To Handle E-Mail Flows Where Free Text Content Is Encrypted Upon Receipt And Decrypted Close To The Client In The Agents Browser Through A Component Provided By The Swedish Migration Agency. The Supplier Is Not Responsible For The Development Or Operation Of This Encryption Service, But Must Ensure That The System Is Technically Compatible With Its Operation And Supports Secure Handling Of Encrypted E-Mail Messages In Accordance With The Requirements Specification. Integrations With The Windows Environment And The Migration Agencys Telephony Operator Must Be Included. In The Procurement, The Tenderer Must Offer: Private Cloud Service That Is Complete And Meets The Mandatory Requirements Set Out In The Procurement And The Evaluation Requirements Accepted By The Supplier. Implementation Projects That Include Planning, Integrations, Configuration Of System Settings, Tuning And Testing Of The System To A Fully Operational Condition. The System Must Be Set Up In A Test And Training Environment, As Well As A Production Environment. Documentation For Implementation Of Integration/S. Documentation. Training. Option About I.A. Screen Mirroring Function (Co-Browsing) And Chat Function Consulting Services Related To The System. Services For Support, Error Correction And Further Development Of The System