Reykjavik Procurement Department has announced on 20 Oct 2021 that is accepting bids for the following project: Iceland-Reykjavik: Software package and information systems.
The tender will take place in Iceland and will cover the Information Technology industry.
The value of this project has not been disclosed by the donor and you can apply until Deadline date
After the deadline, Global Database will announce the contract award for Iceland-Reykjavik: Software package and information systems. In order to stay up-to-date with this tender and also to receive daily notifications about similar projects, you can subscribe to our newsletter for free.
Bellow you can find more information about the tender description and the bidding procedure.
Location: Iceland
Reykjavik Procurement Department
Information Technology
Accepting bids
20 Oct 2021
Not available
Not available
Prior information notice
This notice is for prior information only
Supplies
Section I: Contracting authority
Section II: Object
15333 - Contact Centre solution System
Department of Service and Innovation, is looking for a Contact center software as a service for the City of Reykjavik. The solution is intended for employees who work at the City of Reykjavík's customer service and technology support center.The buyer is looking for a standardized cloud-based solution. Please see further details in the provided documentation.
The buyer, Department of Service and Innovation, is looking for a Contact centre software as a service for the City of Reykjavik.The solution is intended for employees who work at the City of Reykjavík's customer service and technology support centre to begin with, but more users could be added e.g. at Reykjavík City's service centres, later on. The number of users is approx. 25 to begin with.The buyer is looking for a standardized cloud-based solution.The system needs to support and offer solutions in the following processes and solution areas:• Is a cloud-based solution with advanced API that can be integrated to Microsoft 365,MS Teams, Active Directory, Outlook email, telephone network, instant messaging and other critical systems.• Can show staff diary views, i.e. can clearly show whether employees are currently at work and if they are available or not.• Offers at least two layers of reason codes.• Can show reports on reason codes and response rates.• The solution has a callback option for the customers calling to the contact centre.• The solution has a call recording feature, where the recordings are stored securely.• Offers advanced IVR where the user can for instance enter an answering machine greeting in a simple way.• Has the option of integrating to Iceland’s digital authentication.• The supplier can provide support through a local service provider in Iceland.
Please see the documentation provided at the procurement portal referenced above.
Section IV: Procedure
Section VI: Complementary information
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