Fourniture d'outil de gestion de centre d'appels

The contract timeline is as follows:

• Contract Start Date: The execution period of the framework agreement commences from the date of its notification. An estimated start date for the execution of services is December 21, 2026.
• Total Duration: The initial duration of this framework agreement is 12 months. It can be explicitly renewed three (3) times for a period of one (1) year each, meaning its total duration cannot exceed four (4) years.
• Key Milestones or Phases:
• An initialization phase is anticipated to begin around mid-November.
• The objective is to have an operational and secure service for Opco EP users by the end of 2026, specifically mid-December 2026.
• There is also a "post-deployment phase" which occurs after the solution has been deployed and is operational.

The core scope of work for this tender is the provision, deployment, and ongoing management of a comprehensive call center management tool.

The Statement of Work summary and core deliverables include:

• Core Functionalities: Ticketing, statistics and dashboards with export capabilities, access and authorization management, authentication, content administration, user documentation, and a ticketing tool for support. It also encompasses a tele-advisor banner, a telephony solution with notifications, web call-back, speech-to-text transcription/voice recognition, and a mobile version.
• Technical Requirements: A responsive web solution, adherence to security requirements, hosting and cloud solutions, and interfacing capabilities with Salesforce.
• Implementation and Deployment: Data recovery, migration, and qualification of existing data (historical data, contact databases), initial parameterization of the solution (including SVI, routing rules, numbers, and SI/CRM integration). It also covers acceptance testing, validation support before service opening (VSR), project piloting, follow-up meetings, a team support kit, and initial training for the project team.
• Operational Maintenance and Support: Preventive and corrective maintenance, evolutionary maintenance (updates), ensuring service continuity, and reversibility. This also includes assistance with installation and adoption of the solution, user support, and compliance with legal standards such as CNIL and RGPD regarding call data retention.
• Advanced Features: Call routing, historization of calls and interactions, management of agents and their skills, definition and programming of waiting/information/deterrent messages, parameterization of service opening days and hours, and management of reports and distribution lists.