Contract notice: Customer Relation Management Tender - 22717507

Object of the contract
Customer Relation Management software package
Description: Contract notice: Customer Relation Management software package
Authority Type: Body governed by public law
Contact Nature: Services
Procedure: Open procedure
Document: Contract notice
Regulation: European Union, with participation by GPA countries
Award criteria: The most economic tender
CPV code: 48445000, 32342440, 32342450, 32412000, 32429000, 32543000, 32544000, 32545000, 32550000, 32551000, 32551400, 32552100, 32570000, 32571000, 48000000, 48100000, 48219700, 48311000, 48311100, 48333000, 48510000, 48511000, 48512000, 64210000, 64214000, 64215000, 72000000, 72212000, 72212311, 72212333, 72212445, 72212512, 72227000, 48445000, 32342440, 32342450, 32412000, 32429000, 32543000, 32544000, 32545000, 32550000, 32551000, 32551400, 32552100, 32570000, 32571000, 48000000, 48100000, 48219700, 48311000, 48311100, 48333000, 48510000, 48511000, 48512000, 64210000, 64214000, 64215000, 72000000, 72212000, 72212311, 72212333, 72212445, 72212512, 72227000
CPV Description: Customer Relation Management software package.
Voice-mail system.
Voice recorders.
Communications network.
Telephone network equipment.
Telephone switchboards.
PABX equipment.
PABX systems.
Telephone equipment.
Telephone cables and associated equipment.
Telephone network.
Telephone sets.
Communications equipment.
Communications infrastructure.
Software package and information systems.
Industry specific software package.
Communications server software package.
Document management software package.
Document management system.
Contact management software package.
Communication software package.
Desktop communications software package.
Interactive voice response software package.
Telephone and data transmission services.
Dedicated-business telephone network services.
IP telephone services.
IT services: consulting, software development, Internet and support.
Programming services of application software.
Document management software development services.
Contact management software development services.
Customer Relation Management software development services.
Interactive voice response software development services.
Software integration consultancy services.
RFT for Provision, Support and Maintenance of Query Management, Knowledge Management and Telephony Solution
Reference Number : ET1804
The RSA invites responses to this tender for the supply and support of an integrated Query Management, Knowledge Management and VoIP Telephony Solution. The objectives are to establish the Customer Call Centre as a centre of excellence for handling queries from customers and the public, and to deliver a modern VoIP Telephony Solution for organisation-wide communications which removes the reliance on fixed line ISDN services. The solution will transform our operational processes for managing customer queries and requests for information and should cater for all existing current and future modes of queries (e.g. phone, email, social media, webchat, etc.). The scope of the tender includes implementation services to establish the Solution and ongoing support and maintenance services for the Term of the Contract.
Main Site : Ballina, County Mayo.
The RSA invites responses to this tender for the supply and support of an integrated Query Management, Knowledge Management and VoIP Telephony Solution. The objectives are to establish the Customer Call Centre as a centre of excellence for handling queries from customers and the public, and to deliver a modern VoIP Telephony Solution for organisation-wide communications which removes the reliance on fixed line ISDN services. The solution will transform our operational processes for managing customer queries and requests for information and should cater for all existing current and future modes of queries (e.g. phone, email, social media, webchat, etc.). The goals of this tender are to:
a) deliver a Telephony Solution which will remove the reliance on fixed line service and replace with a VOIP service;
b) deliver a Telephony Solution for the Customer Call Centre with enhanced functionality for providing agent screen pops, management controls and improved call recording functionalities;
c) deliver a Query Management Solution which enables the recording, tracking and reporting of all customer queries regardless of contact channel;
d) enable the development of ‘canned' responses and self-serve options for high volume query types, providing consistency in service delivery;
e) centralise the query management function (including all existing phone, email, postal queries and queries which may arise through future query channels) in the RSA Customer Care Centre (CCC);
f) free up capacity within the various Business Units through enabling the customer to self-serve and enabling the CCC to respond to the majority of requests;
g) provide a Knowledge Management Solution which delivers a central repository for knowledge and information assets held across the organisation;
h) deliver an internal knowledge base where staff can create, edit and access appropriate query related content for the highest volume Frequently Asked Questions;
i) through the knowledge base, enable staff to quickly answer the queries being dealt with, reducing processing time and improving quality of query responses;
j) provide a repository for access to internal documentation and processes;
k) provide seamless reporting across all platforms;
l) deliver improved real time and historic call reporting.
The scope of the tender includes Implementation Services to establish the Solution and ongoing support and maintenance services for the Term of the Contract.
Additional information is available in the RFT documents attached to this Notice.
Internet address (URL): www.rsa.ie
Directive: Classical Directive (2014/24/EU)