We are looking for a system for the service center that can consist of different applications that work as a single intelligent system. The system manages the whole, such as call and task routing, prioritization, skill levels, and measures related to task management and contact handling. The system shall be capable of maintaining 24/7 operation centre operations.

The solution offered must be duplicated and all data will be processed and located within the EU's borders. The service can be SaaS – produced as a service or OnPremise. A public cloud implementation is not excluded, but a private cloud implementation is preferable.

In addition to the production environment, there is a production-equivalent test environment where you can test the changes you need to make before moving to the production environment.

24/7 support services are available for the functionality of the production environment.

The subject matter of the procurement is described in more detail in the appendix Request for participation and preliminary invitation to tender.

The annexes to the request for participation are preliminary drafts that will be specified during the procedure and the negotiations.

We are looking for a system for the service center that can consist of different applications that work as a single intelligent system. The system manages the whole, such as call and task routing, prioritization, skill levels, and measures related to task management and contact handling. The system shall be capable of maintaining 24/7 operation centre operations.

The solution offered must be duplicated and all data will be processed and located within the EU's borders. The service can be SaaS – produced as a service or OnPremise. A public cloud implementation is not excluded, but a private cloud implementation is preferable.

In addition to the production environment, there is a production-equivalent test environment where you can test the changes you need to make before moving to the production environment.

24/7 support services are available for the functionality of the production environment.

The subject matter of the procurement is described in more detail in the appendix Request for participation and preliminary invitation to tender.

The annexes to the request for participation are preliminary drafts that will be specified during the procedure and the negotiations.