The object of the client's company, a 100% subsidiary of the Federal Republic of Germany, is currently the operation of a system for the collection and control of the truck toll in Germany, the provision of technical and advisory services in connection with the inspection services of the Federal Office for Goods Transport and the provision of services in connection with the European Electronic Toll Service (EEMD). The company also provides support services to support and accelerate the 4G mobile network expansion.

The concerns and operational requirements on the customer side are determining factors for the design of the processes. The service teams of the client are contact persons for customers, tenants and partners for all questions regarding toll and toll booking. In addition, external call centers are connected for some business transactions.

The client's existing ACD/IVR system is to be replaced by a new, cloud-based solution to be operated as SaaS (Software-as-a-Service). In particular, the new solution aims to achieve the following objectives:

- Covering all existing and new technical requirements, esp. from the field of KMM, BDS and KC

- Access to an extended, commercially available feature set

- Execution of recurring administrative activities (e.g. create/manage users, announcements, etc.) and configuration by the departments

- High user-friendliness and better clarity through graphical routing plans

- Simple activation and modification of routing plans by the department (It can be ruled out that one department can change the routing plans of another department.)

- High availability of the solution

- Control flexibility by using any device

- Compliance and up-to-date maintain high data and IT security standards

- Professional support

- Reduction of effort for updates/upgrades

- Scalability of the solution for fast and flexible reactions to load fluctuations

- No internal expenses for further developments

The new ACD/IVR solution is to fit into the customer's existing system landscape. This requires a connection via the existing interfaces.

The services to be provided include the configuration, connection and operation of an ACD/IVR system as SaaS according to defined service qualities. The services of this service include in particular, but not exclusively, the following:

- Provision and operation of an ACD/IVR system

- Provision and operation of stages for development, testing and production

- Constant maintenance and updating (release management) of the delivered services and resources within the framework of the IT Services Management (ITSM) processes of the client

- Full data backup / backup of the delivered resources

- Complete data backup / backup of defined objects

- Recovery / disaster recovery of defined objects

- Establishment/maintenance of operational readiness

- Service, system, capacity, performance and resource monitoring

- Maintenance of the solution

- Provision of the necessary import/export interfaces

- Monitoring of interfaces and the solution (monitoring)

- Technical and professional support (1st and 2nd level)

- Involvement, coordination and cooperation with the respective partner or manufacturer support

- Analysis, initial resolution and processing of faults and error tickets

- Ensuring the up-to-date know-how of users and administrators through training material and (after) training

As part of the setup and setup of the Services, the following services are required in addition, but not exclusively:

- Concretization of the technical requirements

- Consulting regarding the optimal implementation of services within the ACD/IVR solution

- Implementation, configuration and customizing of the ACD/IVR system and integration into the customer's system landscape

- Setting up the contact and service channels for the individual hotlines

- Setting up the role and user groups

- Initial investment of users

- Setup / configuration of call and workflow processes

- Setting up the announcement texts

- Possible customizing for the ACD/IVR solution

- Set up support and escalation processes

- Connection of the client's systems via REST interfaces

- Training of different user and administration roles

The list of the aforementioned is not exclusive and the client reserves the right to modify individual aspects within the framework of the negotiated procedure.