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ClosedServicesEuropeanRestricted

Service Desk Telephony

Hogeschool van Amsterdam · Restricted · 309876
Type
Services
64000000
Estimated value
€ 436K
awarded
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence low

Hogeschool van Amsterdam wishes to procure a Customer Contact Center (KCC) telephony solution that currently offers basic functionalities but can be expanded over time into a full customer contact center. The procurement concerns a service contract, non-public, focused on a scalable, integrated telephony infrastructure with capabilities for IVR, call routing, and reporting. The solution must be compatible with existing IT systems, comply with privacy and security standards, and provide support for multiple channels (voice, chat, e-mail). The provider must deliver a detailed implementation plan, training, and a maintenance contract.

Services · Restricted · European procedure

European
Contracting authority
Hogeschool van Amsterdam
Contract type
Services
Restricted
Estimated value
€435,629
awarded value
Submission deadline
Ongoing
Scope
European
European procedure
Lots
Single contract
Main CPV code
64000000
Location
Netherlands
CharacteristicsCPV 64ServicesEU tenderKCCTelephonyCustomer Contact Center

01What is being requested

Hogeschool van Amsterdam wishes to procure a Customer Contact Center (KCC) telephony solution that currently offers basic functionalities but can be expanded over time into a full customer contact center. The procurement concerns a service contract, non-public, focused on a scalable, integrated telephony infrastructure with capabilities for IVR, call routing, and reporting. The solution must be compatible with existing IT systems, comply with privacy and security standards, and provide support for multiple channels (voice, chat, e-mail). The provider must deliver a detailed implementation plan, training, and a maintenance contract.

Subject de subject matter concerns the procurement/purchase of a Customer Contact Center (KCC) telephony solution with basic functionalities that can be developed over time into a full customer contact center.

64000000Services

02Outcome

Awarded

Pegamento B.V.

Award value
€435,629

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

Estimate not published

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

05Bidders in this segment

#Likely bidderFitWins
1T-Mobile Netherlands B.V.SME9229×
2Vodafone Libertel B.V.SME9123×
3KPN B.V.SME9123×
4Odido Netherlands B.V.SME8812×
5Pegamento B.V.SME786×
6Kreuze TelecomUnknown7812×

06Legal themes that may be relevant here

07Frequently asked questions

What is the purpose of the procurement of the telephony solution?
The assignment concerns the procurement of a Customer Contact Center (KCC) telephony solution with basic functionalities that can be expanded over time into a full customer contact center.
What are the expected functionalities of the solution?
The solution must provide a scalable, integrated telephony infrastructure with capabilities for IVR, call routing and reporting, and offer support for multiple channels such as voice, chat and e-mail.
Which additional services must be delivered?
In addition to the solution, the provider must also deliver a detailed implementation plan, training and a maintenance contract.

Automatically compiled from the official tender data and documents.

08Estimated value versus the market

p25
€ 400K
median
€ 856K
p75
€ 2,4 mln
deze opdracht

Gegunde waarden in CPV 64 · diensten n=168