E-Forms / Eu / Ict / Request for Tender Contact Center Tender

• Country: Finland
• Summary: E-Forms / Eu / Ict / Request for Tender Contact Center Software as a Software Service and Related Services
• FIT Ref No: 137156770
• Deadline: 16 Mar 2026
• Financier: Self Financed
• Purchaser Ownership: Government
• Tender Value: Refer Document
• Notice Type: Tender
• Document Ref. No.: 153391-2026
• Purchaser's Detail:
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• Description:
• The object of the acquisition is Contact Center software as a service, which covers both voice and text contact channels and creates the opportunity to also utilize automation and artificial intelligence. HUS wants to acquire a modern software service that can if necessary, handles customer contacts that come mainly by phone using multi-channel and enhancing customer service with the help of technology. The solution must be scalable and the Contact Center software must have API interfaces that can be used efficiently exchange data between systems. It is hoped that the software will have artificial intelligence and automation capabilities, either directly or via an interface. The scope of the procurement can be seen from the tender request and its attachments. The contract is valid for a fixed period of 3 years and then continues indefinitely. It is a total procurement, i.e. the procurement has not been divided into parts, because the procurement forms an appropriate whole. The use of the software service may expand during the contract period. Acquisition the object and the related mandatory requirements are described in the attachments of the request for tender. The requirements are described in addition to the requirement specification in the appendix Use cases as use cases that have been deemed to be the best way to describe the use of the software in different situations. Use cases must be possible no later than when the implementation project is completed. The comparison of offers is based on the selection of the best solution in terms of price-quality ratio. Among the presented use cases...
• Documents:

 Tender Notice