Kontaktcenter

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Welcome to submit tenders to the Swedish Migration Agency (Migrationsverket). The Swedish Migration Agency hereby invites suppliers to submit tenders in this procurement of a contact centre. The procurement concerns a new contact centre platform (hereinafter referred to as the System). The System shall handle answering telephone calls and e-mail messages from the public and manage routing and follow-up of received cases (mails and received calls). The System shall provide functionality for Callback and a scheduling module. Queue and individual statistics shall also be handled in the System. After the introduction of the System has been completed, approximately 200 simultaneous Agents and 20 Administrators are expected to work in the System. The Swedish Migration Agency receives approximately 1,400,000 incoming calls and 400,000 e-mails per year in the current contact centre system. The System needs to be dimensioned to handle demand, which may vary over time. The System shall be operated as a private cloud service. The System’s core functions—that is, handling of calls, e-mail and the scheduling module—shall be operated in a server hall that is owned or exclusively leased by…

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