ET1804 - RFT for Provision, Support and Maintenance of Query Management, Knowledge Management and Telephony Solution.

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, e-mail, 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.

Services

05/06/2018 12:00:00

48445000-9  Customer Relation Management software package
32342440-8  Voice-mail system
32342450-1  Voice recorders
32412000-4  Communications network
32429000-6  Telephone network equipment
32543000-1  Telephone switchboards
32544000-8  PABX equipment
32545000-5  PABX systems
32550000-3  Telephone equipment
32551000-0  Telephone cables and associated equipment
32551400-4  Telephone network
32552100-8  Telephone sets
32570000-9  Communications equipment
32571000-6  Communications infrastructure
48000000-8  Software package and information systems
48100000-9  Industry specific software package
48219700-3  Communications server software package
48311000-1  Document management software package
48311100-2  Document management system
48333000-1  Contact management software package
48510000-6  Communication software package
48511000-3  Desktop communications software package
48512000-0  Interactive voice response software package
64210000-1  Telephone and data transmission services
64214000-9  Dedicated-business telephone network services
64215000-6  IP telephone services
72000000-5  IT services: consulting, software development, Internet and support
72212000-4  Programming services of application software
72212311-2  Document management software development services
72212333-2  Contact management software development services
72212445-0  Customer Relation Management software development services
72212512-1  Interactive voice response software development services
72227000-2  Software integration consultancy services