CCaaS-dienstverlening

The contract timeline is as follows:

• Contract start date: November 15, 2026.
• Initial duration: The agreement is for an initial period of 53 months and fifteen calendar days.
• Phases within initial duration:
• Implementation of the CCaaS service: The first five months and fifteen calendar days are allocated for implementation.
• CCaaS usage: This phase lasts for 48 months, following the implementation.
• Extension options: The client has the right to unilaterally extend the agreement twice, each time for a period of twelve months.
• Maximum total duration: The maximum total duration of the agreement is 77 months and fifteen calendar days.
• Contract end date (without extensions): April 30, 2031.
• Key milestones/deadlines:
• Acceptance of Implementation: The implementation is completed upon acceptance by the client. If acceptance occurs after April 15, 2027, and is not attributable to the client, a contractual penalty of €5,000.00 per working day of delay may be imposed on the supplier.
• Fatal Term for Acceptance: If acceptance of the implementation has not taken place by April 30, 2027, and this is not reasonably attributable to the client, the client is entitled to dissolve the agreement without further notice.
• Go-live: The execution/go-live of the CCaaS solution will not commence before 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 Contact Center as a Service (CCaaS) solution.

The Statement of Work summary and core deliverables include:

• Implementation of the CCaaS solution.
• Ongoing CCaaS service provision for 48 months.
• Provision of CCaaS application.
• Establishing data linkages between the CCaaS application and CRM, WFM, Active Directory, and Knowledge base applications.
• Number porting services.
• Setting up application forms via Selfservice.
• Unlimited inbound and outbound calls (excluding calls to paid information numbers).
• Provision of CCaaS licenses for Agents, Supervisors, and Administrators (concurrent use).
• Training for Supervisor, Administrator, and Key-user profiles.
• Development of an Implementation Plan (if not already in place) which details project objectives, organizational structure, work and responsibility distribution, required linkages, integration with the existing application landscape, project milestones, user categories, implementation timeline, delivery and acceptance procedures for each milestone, conversion and migration strategies, and user/technical/functional management training.

Explicitly excluded from the scope are: mobile telephony, mobile data traffic, business telephony, and online self-service (Mijn Loket, online self-service GBLT).