Conclusion of Contract for the Introduction Tender - 140062818

Procurement Summary

Country: Germany

Summary: Conclusion of Contract for the Introduction and Provision of a Cloud-Based Contact Center Solution at Hamburg Wasser

Deadline: 28 May 2026

Posting Date: 24 Apr 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 140062818

Document Ref. No.: B43_HSE-2026-225-0009

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: Refer Document

CPV Classification

72268000 - Software supply services

Purchaser's Detail

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Tender Details

The purchasing group, consisting of Hamburger Wasserwerke GmbH and Hamburger Stadtentwasserung AöR - hereinafter referred to as the client - intends to sign a contract for the introduction and provision of a cloud-based contact center solution for the Telephone and written customer service (including letter, email, chat) The planned contract term is 2 years, with the possibility of an optional extension by the client twice for a further contract year. HAMBURG WATER is looking for a cloud-based contact center solution with almost 100% system availability for telephone and written customer service (letter, email, chat) including interface connection for SAP S/4 HANA and a SaaS workforce management system. The HAMBURG WASSER's historically grown contact center infrastructure must be migrated to a multi-tenant cloud contact center. The introduction will take place in three phases until 2028 with a focus on telephony migration, WFM integration and SAP S/4 embedding. The platform is intended to enable modern, AI-supported, future-proof and clearly separated use for HW and third parties. The contract is expected to start in the 4th quarter of 2026. In the second stage of the procedure, the restricted procedure, the Each of the five bidders invited to submit an offer will have an individual presentation. The person issuing the tender will provide further information in the second stage of the procedure. Software supply services (CPV code: 72268000)

Documents

 Tender Notice