CORRIGENDUM - III RFP FOR BUILDING, MIGRATING AND OPERATING A CONTACT CENTRE

Transcription

1 CORRIGENDUM - III RFP FOR BUILDING, MIGRATING AND OPERATING A CONTACT CENTRE CONTACT CENTRE OPERATIONS DEPARTMENT, VADODARA SL No. Page No: No. Original Clause Amended clause / Additions Reasons xiii error rectified The Bidders shall share its IT security policy and shall ensure that all steps for security of the data of the process. The data created during the inbound & outbound activity of SBI will be the exclusive property of SBI and bidder shall not be authorized to utilize/share with any third party/sell the same to any The Bidders shall share its IT security policy and shall ensure that all steps for security of the data of the process. The data created during the inbound & outbound activity of SBI will be the exclusive property of SBI and bidder shall not be authorized to utilize/share with any third party/sell the same to any third party. The bidder shall comply with the Bank s security policy for SBI, and third party. The bidder shall comply with the Bank s security policy for SBI, subsidiaries / JVs, processes. All locations where the Bidder will operate processes of SBI, and its subsidiaries / JVs, should be certified under the certifications as stated in the Eligibility Criteria (Annexure-B) within 3 months of the site(s) going live. and subsidiaries / JVs, processes. All locations where the Bidder will operate processes of SBI, and its subsidiaries / JVs, should be certified under the certifications as stated in the Eligibility Criteria (Annexure-B) within12 months of the site(s) going live TS CTI 06 CTI System should be able to offer skills-based routing. deleted shifted to PBXACD, page Point 14 Performance Bank Guarantee 15% of the Total Value of the Contract 15% of the Total Value of the Contract as per RFP 51 Eligibility Criteria 2 The Bidder must have a turnover of at least Rs.350 crore from India Domestic Vall Centre Voice Operations, for each of the last three financial years. *a,b Eligibility Criteria 6 The Bidder must be possessing the following certifications: ISO 27001:2015 ISO 9001:2008 TRAI OSP licence / certifications, as applicable 74 TS PBXACD 02 System should support standard protocols such as MGCP, H.323, SS7 and SIP to communicate with Voice Gateways. Provide a list of all protocols supported in a separate annexure MAND 16 The technology platform chosen by the Bidder for SBI Contact Centre should be from the leaders quadrant of the latest Gartner Magic Quadrant for Contact Centre infrastructure, worldwide 74 MAND 16 The technology platform chosen by the Bidder for SBI Contact Centre should be from the leaders quadrant of the latest Gartner Magic Quadrant for Contact Centre infrastructure, worldwide TS PBXACD 40 System should support multiple external music sources. List the maximum and types of external music sources. The Bidder must have a turnover of at least Rs.350 crore from India Domestic Vall Centre Voice Operations, for each of the last three financial years. *a,b The Bidder must be possessing the following certifications: ISO 27001:2013 ISO 9001:2015 TRAI OSP licence / certifications, as applicable System should support standard and latest protocols such as SIP to communicate with Voice Gateways. Provide a list of all protocols supported in a separate annexure The technology platform chosen by the Bidder for SBI Contact Centre should be from the leaders and 'challengers' quadrant of the latest Gartner Magic Quadrant for Contact Centre infrastructure, worldwide Please clarify if it means that only Cisco and Genesys solutions can be considered ( Leaders quadrant of Gartner) or alternate technologies like Avaya and Aspect can be considered? System should be able to uplaod the hold music as WAV files, into the PBX as per RFP latest applicable for Indian operations latest in the industry updation as per RFP page 109 as per RFP New age solution

2 SL No. Page No: TS PBXACD 42 System should support Digital, IP hard phone and analog handsets, SIP Phones, System should support IP / SIP Phones, hard phone and analog handsets, Soft Latest trend in the industry Soft phones. phones TS PBXACD 73 ACD System should be able to offer skill-based routing. shifted from TS CTI, page TS IVR 03 The IVR should be able to interface with PSTN network using: E1 / T1 CAS - E1 / T1 CAS Line / Trunk Side - E1 / T1 ISDN PRI - SS7 - VOIP - SIP The IVR should be able to interface with PSTN network using: - E1 / T1 ISDN PRI - SIP Latest in the industry TS ARCH 25 The bidder should ensure that all voice calls and data transmitted via WAN are encrypted to ensure no calls will be eavesdropped TS DAA 04 The desktop application should embed all SBI back end applications as tabs in the custom desktop application DELETED DELETED due to MPLS encryption, this is not required. as CRM should be taking care of this.

3 SL No. Page No: Virtual Sales Coach It is an indicative name for an agent desktop solution that enables Customer Service Agents to make sales more effectively. It provides following features: suggest Next best product for sales through Contact Centre based on analytical models, visual cues for identifying right scripts for sales, and ready cues for objection handling such as product USPs, benefits vis-à-vis with products offered by the competitors, etc. In advance stage, it will also utilise the power of speech analytics and behavior mapping. It is desired to increase Service to Sales by 5%. It is an indicative name for an agent desktop solution that enables Customer Service Agents to make sales more effectively. It provides following features: suggest Next best product for sales through Contact Centre based on analytical models, visual cues for identifying right scripts for sales, and ready cues for objection handling such as product USPs, benefits vis-à-vis with products offered by the competitors, etc. It is desired to increase Service to Sales by 5%. The deleted part being futuristic, being shifted to Section (refer corrigendum) Emotion / Sentiment analysis The tool should provide emotion analysis and Customer Satisfaction score by analyzing the customer conversation. These tools should help in identifying the conversations that need to be handled on priority and wherein sales opportunities are available. The tool should not to be limited to text conversation (i.e. , chats) but it is expected to have inbuilt speech analytics or capability to integrate with speech analytics tools/ applications. The tool should provide emotion analysis and Customer Satisfaction Some part being futuristic score by analyzing the customer conversation. These (Offline) tools shifted to Section (refer should help in identifying the conversations that need to be handled on corrigendum) priority and wherein sales opportunities are available.

4 SL No. 17 Page No: 134 Entire portions under (d) - modified Voice Routing Technologies: Telephony infrastructure IVR and voice portals for self-service applications, including speechenabled Voice Routing Technologies: Telephony infrastructure IVR and voice portals for self-service applications, Some portions being futursitic and some some realted to CRM are deleted, considering the self-service Outbound dialing/proactive contact sizing, costing, language and volume. (refer corrigendum) Outbound dialing/proactive contact Virtual routing applications for multisite Virtual routing applications for multisite and work-at-home scenarios Digital Channel Routing Technologies: Digital Channel Routing Technologies: Multimedia contact routing and prioritization engines with real-time Multimedia contact routing and prioritization engines with real-time and and historical reporting: historical reporting: Computer-telephony integration/web services interfaces including tools for integration with CRM software response management Web chat SMS Collaborative browsing Social media Live and prerecorded video Workflow routing and management Knowledge-based self-service Workforce Engagement Management Technologies: Workforce management scheduling tools Session recording and quality monitoring, including speech analytics Data mart and analytics systems. Computer-telephony integration/web services interfaces including tools for integration with CRM software response management SMS Live and prerecorded video Workflow routing and management Knowledge-based self-service Workforce Engagement Management Technologies: Workforce management scheduling tools Session recording and quality monitoring, The provision for enabling the following technological-driven services would be an added advantage: - Artificial Intelligence - Interactive Voice and Video Response System - Relationship Manager. The provision for enabling the following technological-driven services would be an added advantage: - Biometric authentication - Artificial Intelligence - Interactive Voice and Video Response System - Video Contact Centre - Virtual Relationship Manager.

5 SL No. Page No: addition, for futuristic: Emotion / Sentiment Analysis: The tool should provide emotion analysis and Customer Satisfaction score by analyzing the customer conversation. These tools should help in identifying the conversations that need to be handled on priority and wherein sales opportunities are available. The tool should not to be limited to text conversation (i.e. , chats) but it is expected to have inbuilt speech analytics or capability to integrate with speech analytics tools/ applications. (Offline tool is at steady state stage & the online tool, being futuristic). All that appearing in Section of Section 'E' of RFP (read with corrigendum), would be futuristic. Other areas are to be provisioned from Day 1, to be implemented in phases by Steady State Stage. changes made in (c) and (d) incorporated here. In bold, is purely futuristic addition, for futuristic: Voice Routing Technologies: certain portions being futuristic, IVR and voice portals for self-service applications, including speechenabled self-service provided at steady state stage and others that are to be Virtual routing applications for multisite and work-at-home scenarios distinguished. At end of steady state stage, the areas covered Digital Channel Routing Technologies: in sl no. 16 and 17 of column E Multimedia contact routing and prioritization engines with real-time should be available. and historical reporting: Web chat SMS (Bank's gateway) Social media Live and prerecorded video - URL Link or SMS Workforce Engagement Management Technologies: Session recording and quality monitoring, including speech analytics The provision for enabling the following technological-driven services would be an added advantage: - Video Contact Centre - Relationship Manager (mobile app) All that appearing in Section of Section 'E' of RFP (read with corrigendum), would be futuristic. Other areas are to be provisioned from Day 1, to be implemented in phases by Steady State Stage.

6 SL No. Page No: Outer limit Time chat-bot is futuristic lines (table) - ready stage Technical Specifications - ARCHITECTURE Intimation of readiness To transition from Bidder The successful bidder is ready with all the required infrastructure, premises, technology (including chat-bots), people, processes and statutory requirements for transitioning of calls from SBI s existing setup and successfully handling them. Intimation of readiness To transition from Bidder The successful bidder is ready with all the required infrastructure, premises, technology, people, processes and statutory requirements for transitioning of calls from SBI s existing setup and successfully handling them. Footnote to Table: Service Provider will provide the cable link upto the premises, but the necessary space, rack and cabling from that point to be provided by the Bidder at all locations. addition networking 158 Component Table WAN link between SBI data center and locations DELETED CRM by the Bank Design In case there is any delay in deployment of SBI CRM, Bidder will have to DELETED CRM by the Bank Parameters build a Browser-based CRM application which will be hoisted at Bank s data-center, and will integrate to SBI, and subsidiaries/jvs and its respective applications. 181 Section (Table) Column SLA 21- Interaction Quality Score SLA 23 - Interaction Quality Score Typo error 25 SLA Solutions Solution Document to include three India-based references of OEM, wherein the OEM is providing services, to evalute their capabilities and scores would be accorded suitably. addition clarificatory All other terms and conditions of this RFP, read with corrigendum - I and II, remain unchanged. Signature & Seal of Tenderer Deputy General Manager (CCOD) Contact Centre Operations Department, Alkapuri, Vadodara