Zamtel Call Centre Tender PreBid
Workshop
10th March 2014
Workshop Agenda
Team Composition
 Opening Remarks By Supply Chain Manager
Tender Overview By Project Manager
 Prequalification Criteria
 Technical responsiveness Checklist.
 Commercial Requirements
Questions from Bidders
Closing Remarks form Supply Chain manager
BiddersComposition
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SAP
Aspect
Interactive intelligence
NEC
Siemens
Cisco
Alcatel Lucent
Intellicom
Altitude Software
Huawei
Genesyms
Avaya
System Overview Team Composition
The primary operational and business requirement for the Contact Centre Platform
is for a highly reliable and resilient Telephony System to meet the current and future
(i.e. five years projection) Contact Center capacity requirements.
 system must be future-proof to ensure that Zamtel continues to offer quality
contact center services even with change in technology of the Core Network.
Zamtel offers a wide range of services which include the following:
Mobile Voice and Data Telecommunications services
Fixed Voice and Data Telecommunications services (land line and ADSL)
Other Value-Added Services like Mobile Money
Due to this diverse range of Services offered by Zamtel, the Contact Centre System
must be flexible to enable agents handle different products.
The proposed contact center platform shall need to integrate to the mobile network
using Sigtran and to the Fixed network (Soft Switch) using SIP Trunk.
To ensure a reliability and resilience, the contact center the proposed contact
center platform must have N+1 redundancy (i.e. active/passive configuration) with
automatic fail-over between the active and passive nodes.
Call Centre Road Map
Phase 3. Hosted call centre
Solution/CRM
Phase 2. Disaster
Recovery Site
Phase 1. Fit for Purpose call
centre Solution
1.
2.
3.
The First Phase will focus on the Core contact solution feature
The Second Phase will focus on the Disaster recovery solution
The Third Phase will focus on the Hosted call centre Solution and CRM
System Architecture Team Composition
Mobile Customer
Devices
BTS
IP Telephony
Customer Contact
Centre System
(N+1
Redundance)
Sigtran Link
Mobile Core
Network
BTS
SIP Trunk
Fixed Customer
Devices
Customer Contact
Centre Agents
Fixed Core Network
Tender Overview Team Composition
 DESIGN
 SUPPLY
 INSTALLATION & IMPLEMENTATION
 COMMISSIONING
Of
NEW VoIP TELEPHONY SYSTEM
AND CONTACT CENTRE
SOLUTION
CRITICAL!!!!!.
 The Final bid price should only encompass the Current Requirements
 The Future requirements should be priced but not included in the Final bid
price
The Bidder should have deployed a similair solution in a
Telecommunication environment
Joint Ventures will not be applicable but subcontracting
 Observe time when delivering the tender document on the submission
date as late submissions will not be accepted
Ensure all the documentation requested for in the preliminary part of the
tender document is submitted in full as omission of one will mean an
automatic disqualification at prequalification stage
Prequailification Criteria –
Team Composition
Section II, Bid Data Sheet
Technical Specification
 SCC – Payment terms and other conditions of the contract
Technical Responsiveness Checklist. Page 215
 Technical Responsiveness Checklist must be filled in by vendors and
vendors must state whether they comply or not to each item.
 When stating “TECHNICAL REASONS SUPPORTING COMPLIANCE”,
bidders must supply correct cross references to supporting information in
their Technical Proposal for Zamtel.
 In addition to filling in this technical Responsiveness Checklist, bidders
must provide a Technical proposal as part of their bid.
 The bidder must specify where possible for each feature any limitation in
the system in terms of capacity, licensing and functionality, if any.
 Ensure that all items that you have complied to and promised to provide in
the Technical responsive checklist, are included in the pricing.
Commercial . Page 263
Grand Summary Cost Table. This consists of two items, the Supply and
Installation Costs and the Recurrent Costs. The two make up the grand total or
contract price.
 Supply and Installation Cost Summary Table. This table must be used by the
bidder to indicate all the items that they will supply and implement to achieve
Operational Acceptance of the System. Bidders must add/subtract items to this
table to ensure that all items that the bidder has indicated in the technical
responsiveness are priced.
 Recurrent Cost Summary Table. This table must be used by the bidder to
indicate any recurrent cost necessary for the operation of the System. Bidders
must add/subtract items according to their solution.
 Recurrent Cost Sub-Tables(s). This table must be used by the bidder to
indicate all the recurrent costs that Zamtel is expected to incur in the next 5
years.

Projected 5 Year Costs. This section has 6 tables that must be used by the
bidder to indicate the costs of licenses based on our projected 5 year growth. It
also has a table that shows the projected 5 year subscriber growth to assist
the bidders in scoping their solution and thus ensure that they propose a
solution that will accommodate our future growth requirements.
Questions ?