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Providing subscription support, update and service of the NSSI Contact Center - EU tenders
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Procurement Detail Actions Portlet

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Procurement Detail Actions Portlet
OP Portal - Procurement - Details

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Providing subscription support, update and service of the NSSI Contact Center

Overview
  • Published
    18/09/2025
  • Deadline
    29/09/2025
  • Opening of tenders
    01/10/2025
  • Awarded
    23/11/2025
  • Today
    17/09/2026
Status
Awarded
Type of contract
Services
Subject for Renewal
No
Buyer
НАЦИОНАЛЕН ОСИГУРИТЕЛЕН ИНСТИТУТ
Place of performance
NUTS code: Multiple place of performance
Location of buyer
NUTS code: BG411 София (столица)
Business sector (Main CPV)
98000000 Other community, social and personal services
Total estimated contract value (excluding VAT)
735,000.00 BGN
Total final contract value (excluding VAT)
Not available
Procedure details
Tender reference number
513560
Description

The subject of this order is the provision of post-warranty subscription support and an update of the current system for managing the activity of the Contact Center of the NSSI. In addition, it is necessary to provide subscription service covering the software and hardware components of all installations related to the operation of the IP system for voice communications, including the necessary licenses. The Contact Centre brings together software and hardware components from leading global manufacturers such as Cisco Systems, Microsoft and Eleveo. The main purpose of this system is to service incoming calls by means of automatic voice messages (Interactive Voice Response (IVR), allocation of calls to operators (Automatic Call Distributor (ACD)) and call registration (Customer Relationship Management (CRM)). Operators and supervisors use Cisco Finesse as a desktop, providing easy access to the applications and information needed to serve customers. To achieve this goal, additional components are provided for Call Recording and Automatic Voice Messaging (Text-To-Speech (TTS)). The currently functioning Contact Center is integrated with the NSSI IP telephone exchange, call recording server and CRM. Subscription support of the Contact Center includes the provision of 122 licenses for a period of 36 (thirty-six) months, according to the technical specifications. Service should cover post-warranty maintenance of the hardware and software equipment of the system. Out-of-warranty support includes maintaining the functionality of the system as accepted after the completion of its development, as well as after all subsequent activities carried out during the technical support period, including ensuring the smooth functioning of the used hardware (servers, routers and headphones).

Submission Method
Electronic via:
https://app.eop.bg/today/513560
Tenders may be submitted
Electronic submission: required
https://app.eop.bg/today/513560
Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
Not available
Conditions for opening tenders (date)
01/10/2025 13:00
Place of performance
BG България (Bulgaria)
BG411 София (столица)
CPV code

98000000 - Other community, social and personal services

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

Award method
Обществената поръчка се възлага въз основа на икономически най-изгодната оферта, която се определя по критерия за възлагане „най-ниска цена” съгласно чл. 70, ал. 2, т. 1 от ЗОП. В настоящата поръчка, критерият “най- ниска цена” представлява най-ниската предложена обща цена за абонаментна поддръжка, посочена в лева без ДДС.
Estimated value
735,000.00 BGN
Final contracted value
Not available
Award of contract
Official name: А1 България ЕАД
Postal address:
Town: гр. София
Postal code: 1309
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.