Proposal to NNDC to provide contact centre software, installation and training.
Supplier/Product Details:
Name of Supplier:
Name of person completing proposal:
Contact Details:
Name of Product/Software:
Summary of costs:
Price breakdown
(30% of points)
Software purchase or licence for 2 years for 30 concurrent
agents or 50 named agents and 5 supervisors
Price for additional agents
Price for installation/set up
Price for training (system maintenance, further roll out and day
to day use)
If desirable criteria are available as extras please provide
separate costing information for each of these:
Please state costs in GBP
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Please complete the table below to provide details of your proposal and show whether or not it meets the specification, if
it does not please state why and what specification it meets.
Essential Criteria (50% of points)
Met
Supporting Comments
Y/N/Partially
Compatible with Microsoft Lync 2013 & Skype for
business
Auto-attendant
Integrated transactional queue from voice, web contact
form, web chat, email, text
Ability to queue and distribute transactions regardless of
entry point
Routes calls according to longest idle distribution
Routes calls according to uniform call distribution
Call distribution according to agent skills base
Provides flexible call queueing
Provides call messaging including at least you are the
xth caller; leave a message; request a call back
(keeping your place in the queue)
Generates customer and system transaction log
information saved on a per customer basis
Call recording
Agent: hot desk - taking their extension/account with
them
Agent: view the caller’s history in their browser as their
phone rings
Agent: Forward transaction and log to another user
Supervisor: monitor call queue
Supervisor: monitor agent status as ready/not ready
Supervisor: manage calls - Listen-in, Busy override,
Whisper, Intrude, Barge etc.
Supervisor: access real time and historic web based
activity reports, statistics and alerts including call
queuing
Supervisor: add users and set up agent groups
Allow future integration with back office data from other
NNDC
databases
through
a
published/open
bidirectional API
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Desirable Criteria (10% of points)
Met
Supporting Comments
Y/N/Partially
On premise or hybrid solution
Interactive Voice Response
Integrated transactional queue to also include, social
media, electronic post (from a digital mailroom), 3rd
party apps and face to face.
Priority routing for VIP calling
PCI compliant call recording
Agent: easy access to scripts and information stored on
NNDC website and sharepoint document management
system
Supervisor: monitor agent status by an increased
variety of statuses including wrap up and Lync based
statuses
Supervisor: control login/logout
Fully browser based
Active Directory integration with the council's existing
systems for authentication and privileges
Provides a customer service feedback facility
Is a Lync/Skype for business native application
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Installation, Configuration, Training and Support (10% of points)
Please outline your approach to the Installation, Configuration, Training and Support of your product including details of timescales
(including lead in time from contract award, configuration, installation and training timescales) (no more than one side of A4)
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References: Please provide the contact details for 2 of your customers for whom you have set up the system you are proposing for
us or similar and who are prepared to talk to us about their experience.
Reference 1:
Company:
Contact name:
Contact email
Contact phone
Reference 2:
Company:
Contact name:
Contact email
Contact phone
If you wish to share any innovative ideas for supplying the needs detailed in the tender documentation please submit them with
pricing information on no more than one sheet of A4 paper.
Tenderers are asked to include the following with their submission:
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Customer Service Policy
Health and Safety Policy
Compliments and Complaints Policy
Professional Indemnity Insurance Certificate (The Council’s general contract requirement is £2,500,000. If you have less,
please confirm that you are willing to increase the value to match this requirement if necessary for the contract)
Employers Liability Insurance Certificate (The Council’s general contract requirement is £5,000,000. If you have less, please
confirm that you are willing to increase the value to match this requirement if necessary for the contract)
Public Liability Insurance Certificate (The Council’s general contract requirement is £5,000,000. If you have less, please
confirm that you are willing to increase the value to match this requirement if necessary for the contract)
ISO certification – if applicable
Microsoft partner certification – if applicable
We may undertake a credit check of your company from a standard provider. Where a Bidder scores poorly we may ask you to
provide written assurance of your financial position
I confirm that I have read all the information provided and that the above is correct to the best of my knowledge and acknowledge
that any false information could invalidate this tender application.
Signed:
Date:
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