Market dialogue for the procurement of a contact centre system.

Description du marché

The Norwegian State Education Fund wishes to implement a market dialogue in order to map the available systems for a new contact centre. The objective of the market dialogue is to gain insight into the market ́s possibilities, innovative solutions and best practice in order to achieve a more efficient and user friendly contact centre system. The Norwegian State Education Loan Fund currently has approx. 400 employees in total, of which 43 work at the customer centre. Our current contact centre supplier is Zisson, and we annually handle approx. 185,000 enquiries in the system. We would like to further develop and improve our contact centre system to offer better services to our users, optimise our internal work processes and ensure efficient use of resources. Existing functionality We currently have the following functionalities in our contact centre system, which we deem to be a "basic" function and expect that all suppliers can offer: * Create agent profiles and agent groups. These shall be given different accesses. * Queue system where incoming calls can be answered by employees. It should be possible to have multiple queue profiles. *Statistics * Sending of SMS Requested functionality and improvements We would like input on what systems and additional services the market can offer beyond the basic functions. Further process This market dialogue is part of our preparatory phase for a procurement. We will hold one-to-one meetings with suppliers. It is important for us to understand what systems the market can offer and how we can best design a procurement that covers our needs. Tenderers are therefore invited to provide input on the following: 1. How their systems can contribute to a more efficient and user friendly contact centre system. 2. What innovative functions can improve our service beyond what we currently have. 3. How their systems safeguard security, privacy and universal design. 4. Possibilities for demonstration of the system. In order to participate in the market dialogue, interested suppliers are asked to register their interest and set aside 7 April 09-10 for a meeting where the Norwegian State Education Fund will explain our need in more detail. Then tenderers are asked to book times for 1-1 meetings where the tenderers will be able to demonstrate their systems. Tenderers who register their interest will be sent a form to book time between 10-16 7 April and 09-16 8 April.

Pouvoir adjudicateur