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Tender description :
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Tenders are invited for Omnichannel contact center service, in pilot phase, to address consular inquiries from citizens
The object of the contract is the provision of a comprehensive contact center service that centrally addresses all inquiries related to crises and emergencies received by the consular offices (178 offices located in 115 countries) from citizens and, in a pilot phase, addresses a reduced volume of inquiries about general information. The awarded company must assign the necessary human resources (teleoperators, coordinators, supervisors, training and quality managers, among other profiles) as well as the essential material means (personal computers with their corresponding software licenses, internet access, among others) to handle the volume of inquiries from citizens established for each of the channels and ensure compliance with the clauses and service level agreements (hereinafter SLA) provided in the specifications throughout the execution period of the contract. The service will be provided on a market contact center-CRM technological platform that the MAUC will have operational in a public cloud at the beginning of the contract.
Estimated value excluding VAT: 3936777.06EUR
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