The purpose of the Framework Agreement is the provision, implementation and maintenance of an integrated call center and Customer Relationship Management (CRM) solution for the Citizen Contact Center (Ccc) of the ants. It is a single-award framework agreement. The Framework Agreement does not contain a minimum amount but a maximum amount of 20,000,000 euro (s) (excl. VAT). This amount covers the entire duration of the framework agreement, including renewals (i.e. three years and renewable three times in any twelve-month period)

the services of the market consist of deploying a global omnichannel solution that follows on from the solutions currently used. This solution must be hosted and operated by the ants in its data centers. Thus the services include: - an initialization service whose purpose is to analyze, study and define in detail the functional and technical architectures of the solution in the light of the technical constraints ANTS.- A service of parameterization and development of the solution, switching and recovery of data, deployment as well as training ANTS teams.- The supply and maintenance of the solution, including the associated telecommunications services as described in the CCTP (routing of calls to the CCC, interactive voice server, routing of outgoing calls from the CCC, etc.) - the various associated services such as evolutionary maintenance services, training, punctual expertise aimed at improving the functioning of the CCC.Indicative volumes: - 300 tele-advisers connected simultaneously at the outset, with the possibility of up to 600 tele-advisers during the market.- about 70 million minutes of calls to the special numbers of the ants per year