On 01.07.2024, STADT UND LAND will introduce a central customer service for the inventory management of STADT UND LAND. As part of this measure, it is necessary to procure a software add-on to the existing MS Teams software, which must meet the technical requirements of a modern customer contact center, such as central number channeling, call control and reporting. As part of this procurement, a service is also required for the implementation, configuration and operation of the software add-on. As part of the offer, the provider should offer a Microsoft-certified software add-on suitable for the project for the extension of MS Teams to a customer contact center that meets the technical requirements described in chapter 0 and provide it to the client.
The subject of the service is the provision, implementation, introduction, subsequent support and further development of a software add-on for MS Teams, which raises its functionality as a telecommunications solution to the level of a customer contact service. The manufacturer of this software add-on must be certified by Microsoft for this specific use case and be based in the EU. The procurement of the licenses is the responsibility of the provider.dem. The software add-on to be procured is to be introduced equally for employees of the Central Customer Service of STADT UND LAND and its subsidiaries WOBEGE and FACILITY. The operation includes, in particular, technical support, maintenance services, further developments based on the current state of the art and improvements, in particular through updates, upgrades and/or patches. As part of the offer, the Offeror must designate a suitable software add-on that meets the conditions described in the previous paragraph on the basis of this service description. This software add-on should contain all functions listed in chapters 3.1.1 and 3.1.2 and enable the connection of other software, for example the language bot described in chapter 3.1.3, as a supplement to the existing functions by means of an API interface in the further course of the project. A connection to the customer portal (DX platform), which is currently under construction, can be a further addition.
All software licenses required for setting up the basic and extension functions (see chapters 3.1.1 and 3.1.2) must be named, offered and priced. The client reserves the right to obtain and provide the specified licences from existing framework agreements, if necessary. The connection of the software add-on to Power BI and SQL (SSIS and SSRS) must also be taken into account and implemented right from the start.
Other services include consulting, integration into the existing infrastructure, provision of the relevant workflows, completion of necessary customizing tasks and training measures.