ClosedSuppliesMarktconsultatie

Market Consultation Software Customer Contact Center KCC

Name: Market Consultation Software Customer Contact Center KCC
Creator: Gemeente Venlo
Published: 2021-04-21
License: https://creativecommons.org/publicdomain/zero/1.0/
Keywords: KCC, contact center, software, maintenance contract, SLA, Municipality of Venlo, market consultation

Gemeente Venlo · Marktconsultatie · 1 lots · 225764

0 of 6 core insights found

Measures presence, not accuracy · documents remain authoritative

ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline

Type

Supplies

48510000

Estimated value

Not published

To deadline

Ongoing

Knock-outs

n/a

exclusion grounds

Award basis

Best price-quality ratio

Assess manuallyconfidence low

The Municipality of Venlo is seeking a supplier for the design, implementation, and partial management of a new software environment for the Customer Contact Center (KCC). The assignment includes a maintenance contract and a Service Level Agreement (SLA) for the maintenance and further development of the KCC. The procedure is a market consultation, allowing multiple parties the opportunity to present their concepts. The supplier must have experience with contact center solutions, integration with existing systems, and be capable of drafting a maintenance and support contract. The KCC must be scalable, secure, and user-friendly, with capabilities for reporting and analytics. The municipality expects a detailed proposal including technical specifications, project plan, cost estimate, and a proposal for the SLA.

Supplies · Marktconsultatie · National procedure

Contracting authority

Gemeente Venlo

Contract type

Supplies

Marktconsultatie

Estimated value

Estimate not published

Submission deadline

Ongoing

Scope

National

National procedure

Lots

1 lots

Main CPV code

48510000

Location

Venlo

CharacteristicsCPV 48SuppliesKCCcontact centersoftware

01What is being requested

The Municipality of Venlo is seeking a supplier for the design, implementation, and partial management of a new software environment for the Customer Contact Center (KCC). The assignment includes a maintenance contract and a Service Level Agreement (SLA) for the maintenance and further development of the KCC. The procedure is a market consultation, allowing multiple parties the opportunity to present their concepts. The supplier must have experience with contact center solutions, integration with existing systems, and be capable of drafting a maintenance and support contract. The KCC must be scalable, secure, and user-friendly, with capabilities for reporting and analytics. The municipality expects a detailed proposal including technical specifications, project plan, cost estimate, and a proposal for the SLA.

The assignment includes the design, implementation, and (partial) management of the new environment. This includes a maintenance contract and SLA for the maintenance and further development of the KCC environment.

48510000Supplies

1Lot 1—

02Value in context

Estimate not published

The contracting authority did not publish an estimated value — common for a large share of contracts. The EU threshold for leveringen is € 221.000, for reference.

03Likely competitors

#Likely bidderFitWins

1Centric Netherlands B.V.SME9964×

2Bechtle direct B.V.SME9944×

3Protinus IT B.V.SME9841×

4KPN B.V.SME9819×

5Visma Roxit B.V.SME9827×

6PinkRoccade Local Government B.V.SME9762×

04Tender documents

Nota van Inlichtingen MC KCC Software 20210504xlsxMay 4, 2021 · 35 KB

Marktconsultatie Venlo software KlantContactCenter KCCdocxApr 21, 2021 · 127 KB

TN310270 - SF01 Vooraankondiging 20210421132552pdfApr 21, 2021 · 17 KB

05Legal themes that may be relevant here

Advies 63> Meervoudig onderhandse aanbesteding voor het reinigen van wegen, straten en pleinen. Kan bij gunning op laagste prijs de indieni Advies 53> Europese openbare procedure voor een overheidsopdracht tot het verrichten van diensten bestaande uit (dagelijks en periodiek) sc Advies 59> Meervoudig onderhandse aanbestedingsprocedure met betrekking tot een opdracht voor de levering van postdiensten en bezorging. In Advies 526> De klacht ziet op een Europese openbare procedure voor een overheidsopdracht tot levering van een kleding inname automaat (KIA) Advies 243> Meervoudig onderhandse procedure. Dat de aanbestedende dienst met een SaaS (Software as a Service) oplossing besparingen zou kun

06Frequently asked questions

What is the scope of the assignment for the software environment?

The assignment includes the design, implementation, and (partial) management of a new software environment for the Customer Contact Center (KCC).

What support is expected after implementation?

The assignment includes a maintenance contract and a Service Level Agreement (SLA) for the maintenance and further development of the KCC environment.

What are the functional requirements for the new KCC environment?

The KCC environment must be scalable, secure, and user-friendly, with capabilities for reporting and analytics.

Automatically compiled from the official tender data and documents.

07Estimated value versus the market

p25
€ 350K

median
€ 737K

p75
€ 1,9 mln

deze opdracht

Gegunde waarden in CPV 48 · leveringen n=653