From a high-level point of view, the subject of this tender is the following trades:

1. Provision of uniform, separate VoIP office telephony solutions including unified communication & collaboration as well as operation as a managed service for the client's customers as follows:

- AOK NordWest: SIP ports for approx. 8,000 subscribers, approx. 90 locations

- AOK Nordost: SIP ports for approx. 5,200 subscribers, approx. 100 locations

- AOK Rheinland/Hamburg: SIP ports for approx. 9,500 subscribers, approx. 70 locations

- Optional: Office telephony solution for gkv informatik (SIP ports for approx. 800 subscribers, 8 locations)

2. Provision of uniform, separate omnichannel contact center infrastructures (hereinafter referred to as CC solution), including connection to 3rd party or back-end systems. Operation as a managed service:

- AOK NordWest: currently approx. 700 agents (licenses), the system must support up to 5,000 agents at the same time in the future. Every employee of AOK Nordwest should be registered as an agent.

- AOK Nordost: currently approx. 280 agents (licenses), the system must support approx. 1,500 agents registered at the same time, each employee of AOK Nordost must be able to register as an agent.

- AOK Rheinland/Hamburg: currently approx. 1,200 agents (licenses), the system must support approx. 1,500 agents at the same time, each employee of AOK Rheinland/Hamburg must be able to register as an agent.

- gkv informatik: No CC solution is required

3. Complementary systems:

- Alarmierungssystem

- Workforcemanagement (WFM)

- Audio-Conferencing

- Fax/EMS

- Provisionierungssystem/-tool

- Voice Recording

Necessary hardware/licenses for the overall solution will be purchased by the AG as part of the tender.

Location-independent and thus flexible work at home, mobile and from the office for all employee groups is a basic requirement of the entire TK/UC solution including CC solution.

From a high-level point of view, the subject of this tender is the following trades:

1. Provision of uniform, separate VoIP office telephony solutions including unified communication & collaboration as well as operation as a managed service for the client's customers as follows:

- AOK NordWest: SIP ports for approx. 8,000 subscribers, approx. 90 locations

- AOK Nordost: SIP ports for approx. 5,200 subscribers, approx. 100 locations

- AOK Rheinland/Hamburg: SIP ports for approx. 9,500 subscribers, approx. 70 locations

- Optional: Office telephony solution for gkv informatik (SIP ports for approx. 800 subscribers, 8 locations)

2. Provision of uniform, separate omnichannel contact center infrastructures (hereinafter referred to as CC solution), including connection to 3rd party or back-end systems. Operation as a managed service:

- AOK NordWest: currently approx. 700 agents (licenses), the system must support up to 5,000 agents at the same time in the future. Every employee of AOK Nordwest should be registered as an agent.

- AOK Nordost: currently approx. 280 agents (licenses), the system must support approx. 1,500 agents registered at the same time, each employee of AOK Nordost must be able to register as an agent.

- AOK Rheinland/Hamburg: currently approx. 1,200 agents (licenses), the system must support approx. 1,500 agents at the same time, each employee of AOK Rheinland/Hamburg must be able to register as an agent.

- gkv informatik: No CC solution is required

3. Complementary systems:

- Alarmierungssystem

- Workforcemanagement (WFM)

- Audio-Conferencing

- Fax/EMS

- Provisionierungssystem/-tool

- Voice Recording

Necessary hardware/licenses for the overall solution will be purchased by the AG as part of the tender.

Location-independent and thus flexible work at home, mobile and from the office for all employee groups is a basic requirement of the entire TK/UC solution including CC solution.