CCaaS-dienstverlening

The contract starts on November 15, 2026. The initial duration of the agreement is 53 months and fifteen calendar days. This initial period includes five months and fifteen calendar days for the implementation of the CCaaS service, followed by 48 months of CCaaS usage. The initial end date of the contract is April 30, 2031.

The client has the option to unilaterally extend the agreement twice, each time for a period of twelve months. This brings the maximum total duration of the agreement to 77 months and fifteen calendar days.

Key milestones and dates related to the implementation include:

• The implementation is considered complete upon acceptance by the client.
• If acceptance of the implementation occurs after April 15, 2027, and the delay is not attributable to the client, a contractual penalty of €5,000 per working day of delay can be applied to the supplier.
• A critical deadline for acceptance of the implementation is April 30, 2027. If acceptance has not occurred by this date and the delay is not due to the client, the client is entitled to dissolve the agreement.
• The execution or go-live of the CCaaS solution will commence no earlier than after the acceptance of the implementation and not before May 1, 2027.

The core scope of work for this tender involves the implementation and subsequent provision of services related to a CCaaS (Contact Center as a Service) solution.

Specifically, the core deliverables and services include:

• Implementation of the CCaaS solution: This covers the CCaaS application itself, data linkages between the CCaaS application and CRM, WFM, Active Directory, and Knowledge Base applications, as well as number portability.
• Maintenance of the CCaaS service: This involves the monthly provision of the CCaaS application and its data linkages with CRM, WFM, Active Directory, and Knowledge Base applications. It also includes unlimited incoming and outgoing calls (excluding calls to paid information numbers).
• Self-service setup: The configuration of application forms via self-service is part of both implementation and maintenance phases.
• CCaaS licenses: Provision of Concurrent Use licenses for Agents, Supervisors, and Administrators.
• Training: Providing training for Supervisor user profiles, Administrator user profiles, and Key-user profiles.
• Implementation Plan: If not available at the time of contract signing, an implementation plan must be drawn up within three months, detailing project objectives, organization, work distribution, required interfaces, relationship with the application landscape, milestones, user overview, timeline, delivery methods, acceptance procedures, conversion, migration, and training methods, as well as responsibilities for various environments (development, test, acceptance, production).

The following items are explicitly outside the scope of this assignment: Mobile telephony, mobile data traffic, business telephony, and online self-service (Mijn Loket, online self-service GBLT).