Request For Proposal For Implementation Of Ivrs (Interactive Voice Response System) At Ex-Servicemen Contributory Health Scheme (Echs) Central Organisaton
Tender Value
Ref. Documents
Estimated cost
Bid Submission
01 Jan 2020
0 days left
EMD
1 Lakhs
Bank guarantee accepted
Document Fee
Ref. Documents
Non-refundable
Tender Type
Online
Tender Overview
Organization
Tender ID
Competition Type
NCB
Bidding Type
Tender
Location / State
NEW DELHI → Delhi
EMD Exemption
Not Available
Quantity
Not Available
Website
Contact Person
Address
Project Description
Request For Proposal For Implementation Of Ivrs ( Interactive Voice Response System ) At Ex-Servicemen Contributory Health Scheme ( Echs ) Central Organisaton
BOQ
| Name of Work: IVRS FOR ECHS | |||||
|---|---|---|---|---|---|
| Sl.No. | Item Description | Item Code / Make | Quantity | Units | |
| 1 | 1 | Integrated Helpline Management | |||
| 2 | 1.01 | IP enabled ECHS helpline software and PBX- to include VoiceXchange licenses for IVRS phonecalls, SMSXchange for SMS notification, Ensembler for CRM. Module to provide query handling by IVR SMS and ACD | item1 | 1 | Nos |
| 3 | 1.02 | ACD tool for design and Development of Automated call Distribution Module. | item2 | 1 | Nos |
| 4 | 1.03 | Study user requirement, development & design of the call flow, Database Design with Database entry list, one Time Recording of English and Hindi voice Prompts in studio Environment. | item3 | 1 | Nos |
| 5 | 1.04 | Design and development of Call flow Generator Module:- design of call flow DTMF Configuration, Transfer, Database integration, | item4 | 1 | Nos |
| 6 | 1.05 | Database Integration With Two Third Party Applications | item5 | 1 | Nos |
| 7 | 1.06 | Case Management – Agent Licenses Creation of Cases Id, Docket Creation, Creation of Complaint Categories As Sub Categories. Workflow And Task Management SLA Matrix Alerting And Notification Platform Over SMS, Email , Knowledge Base And FAQs ,Task Management, Assignment and escalation Management | item6 | 2 | Nos |
| 8 | 1.07 | Voice recording, centralized storage tagging and 100% recording of calls. | item7 | 1 | Nos |
| 9 | 1.08 | Reports Module-Design of software for generating reports and returns and for provision of statistics to meet user analysis requirement. Design of Detailed and Summary Reports and integration of this Reports Module with the ECHS Helpline software. | item8 | 1 | Nos |
| 10 | 1.09 | Telephony Reports - Number of calls received, dropped, attended, waiting, abandoned. Agent Reports-call time, talk time, wrap up time, Reports - number of complaints received, resolved, pending, closed, escalated. Reports - voice recording, agent performance reports based on the recording. Dash-Boards –Complaints and Telephony | item9 | 1 | Nos |
| 11 | 2 | Hardware Components | |||
| 12 | 2.01 | Server based on Intel i5 processor 2.8 GHZ Core PC –Min 16 GB RAM, 1000 GB HDD, 18.5” TFT Colour monitor, Optical Mouse and std 104 keyboard, CD Writer/DVD ROM Combo | item10 | 1 | Nos |
| 13 | 2.02 | Console server i3 processor 2.8 Ghz core PC-8 GB RAM , 1000 GB HDD, 18.5”TFT Colour monitor optical mouse and std 104 keyboard, CD Writer/DVD ROM combo with LAN, Windows OS | item11 | 4 | Nos |
| 14 | 2.03 | Supply And Install Laser Printer For Reports And Office Use | item12 | 1 | Nos |
| 15 | 2.04 | Supply and install line interactive UPS Of Rating 1.5 To 2 KVA for IVR server and web server with 2 Nos. of 7.2 AH 12V sealed Maintenance free battery, backup time 40~50 min , mains/fault/power on LED display | item13 | 3 | Nos |
| 16 | 2.05 | LAN networking at site for 2 consoles and one server | item14 | 1 | Nos |
| 17 | 2.06 | Head sets with noise cancellation and QD cord | item15 | 5 | Nos |
| 18 | 3 | Installation | |||
| 19 | 3.01 | Installation, Testing & Commissioning of all hardware and software modules with its Customization and Integration to make it a complete ECHS Helpline System and 02 days training of ECHS personnel. | item16 | 1 | Nos |
| 20 | 3.02 | Online Support facility, Emails support –for 3 years@ annual rate as shown | item17 | 3 | Nos |
| 21 | 3.03 | Cost of Training as per scope in RFP. | item18 | 1 | Nos |
| 22 | 3.04 | Technical literature and Documentation | item19 | 1 | Nos |
| 23 | 3.05 | ATS | item20 | 1 | Nos |
| 24 | 3.06 | AMC (with spares) | item21 | 1 | Nos |
| 25 | 3.07 | AMC (without spares) | item22 | 1 | Nos |
AI Tender Summary
Tender Timeline
Dec 05, 2019
11:30 IST
Tender Published
Tender notice published.
CompletedJan 01, 2020
17:00 IST
Bid Submission Deadline
Online submission via eProcurement portal.
CompletedJan 02, 2020
Bid Opening Date
Technical bids will be opened and evaluated.
CompletedTender Documents
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