Statens pensjonskasse (SPK) (the Norwegian Public Service Pension Fund) currently uses multiple systems to handle incoming enquiries from customers and members. It is preferable to procure a modern and future-oriented call centre solution, where all channels can be handled in one system.

This procurement will cover SPK's need for a call centre solution for contact with our customers and members via telephony, email, chat and social media. The procurement includes purchase/access to system/solution, and related additional products and services. The call centre solution must be cloud-based.

It is important to SPK that the solution is flexible, innovative and in continual development. SPK wants a solution that not only satisfied the current need, but also future need. The solution must be perceived as user friendly, easy to follow and as a modern and good tool for the users. In addition, the manager's need for control and real-time information is safeguarded through simple and clear administration and management tool.