Sweden – Software package and information systems – Kontaktcenter

Welcome to submit tenders to the Migration Agency. The Migration Agency hereby invites suppliers to submit tenders in this procurement of a contact centre. The procurement concerns a new contact centre platform (hereinafter referred to as the System). The System shall handle the response to telephone calls and e-mail messages from the public and manage the control and follow-up of incoming cases (mail and incoming calls). The System shall provide functionality for Callback and a module for scheduling. Queue and individual statistics shall also be handled in the System. After the implementation of the System is complete, approximately 200 simultaneous Agents and 20 Administrators are expected to work in the System. The Migration Agency receives approximately 1,400,000 incoming calls and 400,000 e-mails per year in the current contact centre system. The System must be dimensioned to handle the demand, which may vary over time. The System shall be operated as a private cloud service. The core functions of the System – i.e. handling of calls, e-mails and the scheduling module – shall be operated in a server hall owned or exclusively rented by the supplier (or its sub-supplier) and this shall have its physical location within the EU/EES. The supplier shall have full technical and administrative control over hardware, network and operating platform in the server hall. The 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 shall be operated locally by the Migration Agency. The technical design of the service is not yet fully defined, but will be developed in dialogue with the supplier during the implementation project. The System shall be able to handle e-mail flows where the free text content is encrypted upon receipt and decrypted client-side in the Agent's web browser through a component provided by the 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 mode of operation and supports secure handling of encrypted e-mail messages in accordance with the specification. Integrations with the Windows environment and the Migration Agency's telephony operator shall be included. The tenderer shall in the procurement offer:

A private cloud service that is complete and meets the mandatory requirements set out in the procurement and the evaluation criteria that the Supplier has accepted.

Implementation project including planning, integrations, configuration of system settings, training and testing of the System to full operational readiness.

The System shall be set up in a test and training environment, as well as a production environment.

Integrations with the Migration Agency's systems, as set out in the Specification.

Necessary documentation for the implementation of integration(s).

Documentation.

Training.

Option for e.g. screen mirroring function (co-browsing) and chat function

Consultancy services related to the System.

Services for support, troubleshooting and further development of the System.