Switzerland – IT services: consulting, software development, Internet and support – Contact Center as a Service (CCaaS)

Objective of the Procurement Project

The objective of the procurement project is to replace and consolidate the two contact centre solutions currently in use with a future-proof, standardised and scalable Contact Centre as a Service (CCaaS) solution. This will create a common platform that enables standardisation where it makes sense from a specialist and economic perspective, while also providing the necessary flexibility to meet the different requirements of the affected organisational units.

Subject of the Procurement

The subject of the procurement is a market-ready standard solution for Contact Centre as a Service, including the necessary services for provision, introduction, configuration, integration, migration, training, operation, maintenance, support and further development. The procurement includes solutions whose functions and services can be selected, combined and scaled according to requirements. This will support contact centres of different sizes and complexities according to their respective needs and avoid functional overlaps with existing SBB platforms as far as possible. The solution space includes both modular and fully equipped standard solutions. A modular product or price structure is not required. The full subject of the procurement can be found in the tender documents.