AwardedServicesEuropeanCompetitive dialogue

CPaaS

Stichting Hogeschool Utrecht · Competitive dialogue · 1 lots · 252437

0 of 6 core insights found

Measures presence, not accuracy · documents remain authoritative

ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline

Type

Services

72212510

Estimated value

€ 800K

estimated

To deadline

Ongoing

Knock-outs

n/a

exclusion grounds

Award basis

Best price-quality ratio

Assess manuallyconfidence low

Hogeschool Utrecht (HU) is seeking a partner for the replacement and expansion of its current Contact Center software. The objective is to implement a modern Contact Center platform based on CPaaS (Contact Center as a Service) that replaces the functionalities of Anywhere365. The new solution must support multichannel communication, including telephony, chat, e-mail, and social media, and provide a robust contact management system with self-service and chatbot management. Additionally, multilingual support, workforce engagement management, call routing, opening hours, IVR, and CTI are required. The procurement follows a competitive dialogue procedure, through which HU seeks a flexible, innovative partner capable of delivering a fully integrated, scalable, and secure CPaaS solution, including integration with existing systems, training, support, and a clear cost and delivery structure.

Services · Competitive dialogue · European procedure

European

Contracting authority

Stichting Hogeschool Utrecht

Utrecht

Contract type

Services

Competitive dialogue

Estimated value

€800,000

estimated value

Submission deadline

Ongoing

12:00

Scope

European

European procedure

Lots

1 lots

Main CPV code

72212510

Location

Utrecht, Utrecht

CharacteristicsCPV 72ServicesEU tenderCPaaSContact Centermultichannel

01What is being requested

Hogeschool Utrecht (HU) is seeking a partner for the replacement and expansion of its current Contact Center software. The objective is to implement a modern Contact Center platform based on CPaaS (Contact Center as a Service) that replaces the functionalities of Anywhere365. The new solution must support multichannel communication, including telephony, chat, e-mail, and social media, and provide a robust contact management system with self-service and chatbot management. Additionally, multilingual support, workforce engagement management, call routing, opening hours, IVR, and CTI are required. The procurement follows a competitive dialogue procedure, through which HU seeks a flexible, innovative partner capable of delivering a fully integrated, scalable, and secure CPaaS solution, including integration with existing systems, training, support, and a clear cost and delivery structure.

For the replacement and broadening of the current Contact Center software into a Contact Center platform, HU is seeking a partner to provide an alternative to the Anywhere365 software. This will utilize Contact Center functionalities such as multichannel, contact management (including Self Service management & chatbot management), multilingual support, Workforce Engagement Management, call routing, opening hours, IVR, CTI, etc., based on CPaaS (Contact Center as a Service).

72212510€ 800KServices

1Lot 1€800,000

02Outcome

Awarded

Pegamento B.V.

Award value

€216,000

vs. estimate

-73%

03Exclusion grounds

Exclusion grounds — consult the ESPD

No specific exclusion grounds were extracted. In a European tender, the mandatory and discretionary grounds of art. 2.86/2.87 of the Dutch Procurement Act almost always apply — check the European Single Procurement Document (ESPD).

04Value in context

€800,000

05Bidders in this segment

#Likely bidderFitWins

1Bechtle direct B.V.SME9725×

2Afas Software B.V.SME9532×

3COMPAREX Nederland B.V.SME9430×

4Protinus IT B.V.SME9432×

5Centric Netherlands B.V.SME9456×

6KPN B.V.SME9129×

06Tender documents

TN402454 - SF03 Aankondiging van een gegunde opdracht 20230311152143pdfMar 11, 2023 · 25 KB

TN348520 - SF02 Aankondiging van een opdracht 20220216205819pdfFeb 16, 2022 · 29 KB

07Legal themes that may be relevant here

Advies 462> Europese openbare procedure voor een overheidsopdracht voor diensten voor aanschaf, implementatie en het onderhoud van een E-HRMComplaint dismissed Advies 53> Europese openbare procedure voor een overheidsopdracht tot het verrichten van diensten bestaande uit (dagelijks en periodiek) sc Advies 475> Beklaagde, een samenwerkingsverband van gemeenten [A], [B], [C] en [D], heeft op 29 maart 2018 een Europese openbare aanbestedin Advies 117> Is sprake van het onnodig samenvoegen van twee opdrachten in een geval waar het gaat om de levering van twee afzonderlijke, zelf Advies 59> Meervoudig onderhandse aanbestedingsprocedure met betrekking tot een opdracht voor de levering van postdiensten en bezorging. In

08Frequently asked questions

What is the objective of this assignment?

The assignment entails the replacement and broadening of the current Contact Center software into a Contact Center platform based on CPaaS (Contact Center as a Service), as an alternative to the current Anywhere365 software.

Which functionalities must be implemented?

The solution must support multichannel communication, including telephony, chat, e-mail, and social media. Additionally, contact management (including self-service and chatbot management), multilingual support, Workforce Engagement Management, call routing, opening hours, IVR, and CTI are required.

What are the technical requirements for the new platform?

The platform must provide a fully integrated, scalable, and secure CPaaS solution that enables integration with existing systems and includes training and support.

Automatically compiled from the official tender data and documents.

09Estimated value versus the market

p25
€ 327K

median
€ 800K

p75
€ 2,5 mln

€ 800K

Gegunde waarden in CPV 72 · diensten n=1436