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Telecommunications service (connection network operation, network ACD, IVR. CTI) - EU tenders
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Telecommunications service (connection network operation, network ACD, IVR. CTI)

Overview
  • Awarded
    08/07/2024
  • Today
    09/05/2026
Status
Awarded
Type of contract
Services
Subject for Renewal
Yes
Buyer
ARD ZDF Deutschlandradio Beitragsservice
Place of performance
NUTS code: Multiple place of performance
Location of buyer
NUTS code: DEA23 Köln, Kreisfreie Stadt
Business sector (Main CPV)
64200000 Telecommunications services
Total estimated contract value (excluding VAT)
Not available
Total final contract value (excluding VAT)
Not available
Procedure details
Tender reference number
BW 11/23
Description

With this procedure, the contribution service is looking for a service provider who, on the one hand, continues to ensure accessibility via the existing service numbers from all German fixed and mobile networks and, in principle, from abroad, as well as the secure, targeted and efficient distribution and processing of calls in the call center network of the contribution service with the lowest possible waiting times for the caller at optimal capacity utilization of the call center network. On the other hand, customer orientation and efficiency of the telephone service are to be increased through the use of technological potential and closer integration with the CRM system of the contribution service. ? The service to be procured for this purpose includes (1) the porting and connection of the existing service numbers and the routing of these numbers in the IN service (intelligent network); 2. the distribution and control of incoming calls in a call center network with heterogeneous PBX environment by an ACD (Automatic Call Distribution) located on the network. The network currently comprises four external service providers at currently seven locations as well as the central location of the contribution service; 3. the implementation and integration of a powerful, state-of-the-art IVR component (Interactive Voice Response), which enables targeted control and automated processing of different customer concerns even after identification of the contributor; 4. the implementation of an intelligent test procedure that takes into account agent availability, expected waiting time for the callers and status of the IVR (e.g. Number of callers in the IVR, current lead times) regulates the acceptance or rejection of a call before Connect; 5. the implementation and integration of recall management; 6. a continuous connection to the proprietary CRM system of the contribution service "RUBIN" by means of a defined interface, via which data can be exchanged, for example, in the context of IVR use and agent control.

Submission Method
Not available
Tenders may be submitted
Not available
Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
Not available
Conditions for opening tenders (date)
Not available
Place of performance
DE Deutschland
Any country
DEA23 Köln, Kreisfreie Stadt
CPV code

64200000 - Telecommunications services

72000000 - IT services: consulting, software development, Internet and support

Award method
Preis
Estimated value
Not available
Final contracted value
Not available
Award of contract
Official name: Telekom Deutschland GmbH
Postal address:
Town: Nordrhein-Westfalen - Hilden
Postal code: 40547
Country:
Documents
Prior information
Contract
Award
Footnote - legal notice

This content published on this page is meant purely as an additional service and has no legal effect. The Union's institutions do not assume any liability for its contents. The official versions of the relevant tendering notices are those published in the Supplement of Official Journal of the European Union and available in TED. Those official texts are directly accessible through the links embedded in this page. For more information please see Public Procurement Explainability and Liability notice.