Croatia – Contact management software package – Produljenje licenciranog softwera za potrebe Jedinstvenog kontaktnog centra (JKC)

The subject of the procurement is the use of software components of the Single Contact Centre for a new contract period of 12 months. The aim is to ensure the continuity of the operation of already implemented functionalities and to transparently arrange the licensing of the process orchestration, agent, AI and chatbot components of the JKC system. In accordance with the Technical Specification, the scope includes the renewal of the Cisco communication platform on which the voice channel of the contact centre is based, including telephony, SIP trunk, agent contact centre, call recording and call quality management, as well as the relevant routing.