The Performance Bank Guarantee (PBG) for AMC... Please let us know the value of PBG Already mentioned in the RFP as 10 % of the total AMC cost

Transcription

1 The Bidder should have permanent office in India and Support through resident engineer in Mumbai may be permitted. support office at Mumbai The Performance Bank Guarantee (PBG) for Hardware Please let us know the value of PBG Already mentioned in the RFP as 10 % of the contract and software... value excluding AMC The Performance Bank Guarantee (PBG) for AMC... Please let us know the value of PBG Already mentioned in the RFP as 10 % of the total AMC cost Presently Bank is having call center facilities at a) Please give the details of the existing Call center. Is the proposed dialler expected to be Presently Bank is having an Call Center setup with 250 Mumbai location, the proposed solution... integrated with the existing CC? If yes please explain the bank s expectation on integration agent capacity in DC / DR. Currently the proposed and working method. What is the bank s plan for DR architecture viz Active Active; Active outbound solution is required for DC and however it Passive. Manual change over from DC to DR. should have the facility for integration to DR as well b) Is DR required as part of RFP deliverable or the system should only support DR for future as setting up HA mode at DC. implementation? Is HA required? , , Section-6, 1,5 Required telephony system components such as gateways, trunk cards as required CRM Integration Integrations with other systems like AD Authentication, Lead Tracker etc. Integration with Custom IDBI applications like Lead Tracker, CVM The scope mentions only the telecom system components. Can we presume that the bank will supply the servers, storage devices, agent headsets/phones and other hardware items. a) Please give us the details of the CRM to which the outbound system must be integrated. b) Please elaborate what all feature and functionality is expected here. Which CRM system you are using?what is the interface provided by the CRM for Outbound system to integrate with? c) What is the interface offered for by Lead Tracker and CVM for integrating with dialer? What is the functionality expected with the integration? d) Kindly suggest with which solution bidder has to integrate and the touchpoints included in the same. i) If there is a CTI integration involved then please suggest whether the existing CRM is web based and can it support iframe? ii) If there an integration involved for data sharing kindly share the rest API's via which bidder has to integrate with existing CRM? e) Kindly share the details of the active directory with which the solution has to integrate? g) What is the make and model of the CRM that needs to be integrated? What are the expectations/functionality-required from CRM integration? E.g. Leads coming from CRM, CRM popping with customer record automatically on call/record allocation to agent, updation of information such as notes or disposition on CRM, softphone functionality within CRM etc. Does CRM integration means to include a CRM connector which provides softphone functionality embedded within the CRM window? Yes. Servers / Storage / Headsets will be provided by the Bank and the required Bill of Material (BOM) along with sizing should be shared by the successful bidder. CRM and Lead Tracker are Inhouse application. Integration would be url based. Active Directory (AD) is of Microsoft's AD. AD authentication is required for User management , 6.11 Setting up campaigns including calling record format, records upload, 50perati strategies, Two PRI with expandability up to 8 PRI There is some typo error '50perati strategies' Please read as 'operating strategies' Kindly elaborate the functionality required for 50perati strategies a) Please confirm that the commercial needed is for 2 PRI with 50 agent capability. The Currently card for two PRIs is required. Additional system should be have the expandability upto 8 PRI. (The bank will have to procure cards will be procured as and when required by the additional telecom interface card, additional storage and licences etc). Bank. b) 2 PRI may be less if all 50 agents are used for predictive outbound dialing. Please confirm if 2 PRI are to be considered or more. Page 1 of 5

2 Proposed platform should be scalable up to 2000 We recommend to change it to Proposed platform should be scalable up to agents Proposed solution should have the capability to 9 81 Section-6, 1 agents on single system and up to 2000 agents in cluster mode handle upto 300 Agents with future scalable upto 2000 agents , d , e 16 81, 50 Section-6, 1,3 2.1 e Customer basic details should be visible to associate such as Customer Name, Contact number, Alternate contact number, Account type, Account activation date, Branch sol ID Call recording From which system and via what interface will the Outbound system query this data from? Or, this will be part for the lead list to be uploaded as campaign. New call recording solution is required or integrated with existing call recording solution? If integrate with existing, please confirm the current call recording solution in place. Basic details will be provided by CRM as a screen-pop. Facility to upload calling lists/ data for running campaigns should be available in the Dialer. Presently Bank is having Nice Voice Logger and if compatible with proposed solution, same may be used c Self-call back options if required Kindly elaborate the functionality required It is a Recall to specific agent Call recording Call Recording is required for both retention and e Call recording is required for compliance purpose or quality monitoring purpose? What are the retention requirements for recorded voice calls? quality monitoring purpose INTEGRATION & CONFIGURATION SERVICES Will the bank provide remote connectivity to the dialer servers during implementation Will be shared with successful bidder. phase? Access to Live Agents at our Support Centre - Since this is an outbound dialing process,system will be operating for a specific period of Please refer to corrigendum-i Sr No x7x365 time during the day time. Is it required to have 24x7x365 support to live agents? This will increase the support cost and overal TCO for the bank. No. of agent licences 50 (combination of outbound, preview, predictive)/ and 5 Supervisor Licences Automated agent-less campaigns to play audio messages on outbound calls. Vendor shall implement the campaigns for calling processes of IDBI. a) Kindly provide the call volumes per month, Average call duration and operational hours. This is required to calculate the recording retention requirements as well. b) Kindly share the duration for which the call recording need to be stored? Also share following details to calculate the storage required for storing the voicelogs: - i) Total Call Volume ii) Average Call Duration iii) Calling Duration (duration for which calls will be initiated in a day.) c) How many campaigns are required to be setup? d) Is 100% recording required? What shall be the retention period? What is the expected number of connected calls per day? What is the expected Avg. Talk Time for the connected calls? Call Volume is approx 1500 per day. Call Retention period is 7 years. And further detail will be shared with the successful bidder Section-6, 1, Clause No: 3 (3.1) - Manual Dialing (for Preview Dialling) a. Via Deskphone or Softphone a) Is bidder required to quote both deskphones and softphones for the agents? b) Agent & Supervisor phones - softphones or hardphones are required? If hardphones are required, then would PoE switches be provided or separate Power Adaptors need to be considered for providing power to the hardphones? The Bidder shall furnish as a part of its Bid, a Bid Is Bank Guarantee for Bid Security allowed for this bid? If yes please provide Bank Guarantee Security of Rs. 2,00,000/- (Rupees Two Lakhs Only) by Format way of demand draft or bankers cheque or pay order in favor of IDBI Bank Limited payable at Mumbai. This Bid Security must accompany the technical bid. Softphones will be required as part of the solution. Bank require soft phone only Clause No: 7 (7.4) The Bidder should have delivered, implemented, Relaxation for no. of Outbound Calling System commissioned, and successfully operationalized minimum 5 outbound calling system. (Relevant POs and/or satisfactory implementation/performance certificate from the client to be submitted). Page 2 of 5

3 The Bidder should have delivered, implemented, Non Banking Experience may please be allowed commissioned, and successfully operationalized the proposed solution in minimum 2 scheduled Clause No: 7 (7.5) commercial Banks in India and should be operational now. (Relevant POs and/or satisfactory implementation/performance certificate from the client to be submitted) Section Scope of Work - Functional Scope Vendor will be responsible for delivering Any Other Location? Please clarify it will be within Mumbai or any state/city of India. implementation services (consulting, specification, installation, configuration, integration, testing and managing the project) for the required solution. (Presently Bank is having call center facilities at Mumbai location, the proposed solution should have the provision to facilitate the integration/expansion with DR site or any other location as and when required by the bank) Presently Bank is having Call Center facility at Mumbai and DR site at Hyderbad (a) [c] (d) (d) (e) (e) (e) Clause 6 (6.1) - Bidding in Consortium Bids received from a consortium of bidders will be Considering the scope of work and tenure of the project. Consortium may please be allowed summarily rejected. Bidding in consortium is not for this bid. allowed for this procurement. Options for creating LOB wise campaigns Kindly mention the number of campaign which needs to be configured in the proposed calling solution? Also highlight the process of each campaign? Number of campaigns will be as per bank's requirement and application should facilitate to create and parameterize the campaigns. Also Supervisors should be able to create and implement campaigns. Further detail will be shared with the successful bidder. Option for calling on alternate contact number if Kindly suggest the maximum count of alternate number which will be stored for a customer. Two alternate numbers primary contact number not contactable under the Predictive mode Customer basic details should be visible to associate All the mentioned information related to the customer will be uploaded manually in Calling Lists / data upload functionality should be such as Customer Name, Contact number, Alternate Solution. If not then do we have to integrate with any solution to fetch the details available to upload calling lists. contact number, Account type, Account activation automatically basis a unique ID. Kindly share the rest API structure with which we have to date, Branch sol ID fetch the data and the unique code basis which data will be fethed? Dispositions for capturing customer interactions Kindly share the list of dispositions which needs to be configured in the proposed calling Should have capability to store multi level solution? Also mention whether these disposition will change for each campaign? If yes then dispositions. Supervisor should have facility to add / please share the list of disposition for each campaign? modify / delete the dispositions. Required telephony system components such as Kindly share the count of existing PRI's installed in the current solution? Currently we have two PRIs. gateways, trunk cards as required Agent client applications Does this requirement refers to Agent Interface who will be connected on calls initiated by Yes. It refers to Agent Interface / client. Dialer? If not kindly elaborate the mentioned requirement. Connecting the solution to the public telephone Kindly share the details of the PBX with which proposed solution has to integrate? Telephony functionality to be provided by the bidder network and/or the PBX system. alongwith the solution. Page 3 of 5

4 Setting up campaigns including calling record format, Facility should be available to upload DNC list. Also records upload, 50perati strategies, dispositions, 1) List of DNC will provided by IDBI Bank and will be uplaoded manually? If not then do we capability to integrate with TRAI. DNC, priority flagging of callers etc. have to check TRAI database to identify the customers registered in DNC? (e) 2) If proposed solution has to check TRAI database to indentify the customers registered in DNC then the solution has to provide access to the internet to integrate such database with the propsed solution. Will IDBI Bank provision internet access to fetch the details from the TRAI database? (e) (e) 33 NA NA 34 NA NA Setting up campaigns including calling record format, Kindly suggest that for priority flagging of callers the data will be resided at existing system of Priority flagging will be provided in call list records upload, 50perati strategies, dispositions, records or the same needs to be maintained at proposed solution. DNC, priority flagging of callers etc. 1) If the same will be stored at existing system of records or at CRM then kindly share the API with which the priority of the customer is fetched. 2) If data need to be stored at proposed solution then kindly mention the volume of the existing customers data which needs to be stored. Reporting Kindly suggest whether we have to consider out of the box reports in the scope of the Out of box reporting which should be customizable as proposed solution? If not then kindly share the count of customized reports which needs to per bank's requirements. be included and also the headers covered in the same? (Sharing the reporting headers spreadsheet of the existing out of the box reports.) Also suggest the duration for which reporting data need to be stored. Existing Setup Kindly suggest the architecuture which needs to be proposed: - 1) Number of Location 2) Number of Agents at each location 3) Number of PRI at each Location Proposed Solution Hardware Specification Details share the details of the Virtual Environment. On-Site Engineering Services Mumbai location / 50 agents + 5 Supervisors / 2 PRIs. System should be scalable upto 8 PRIs. Do we have to install the proposed application on Virtualized Environment? If Yes kindly should have capability to install on VM and currently Bank is using Vmware 1) Service availability - Kindly suggest if it is on demand or dedicated onsite engeneer is Not required required 2) Response time - Kindly clarify the context of response time for e.g -Is it for the response on the requirement raised for an engineer or is it for the on site engeener to respond to the requirement Single Point of contact kindly suggest if you required a dedicated support manager The support / services should meet the refered SLA Escalation and Notifications Kindly suggest on the SLA expected. Please refer the RFP section / 9.23 The Bank shall determine as to what would be construed as unsatisfactory support/service level and the decision of the Bank shall be final, conclusive and binding on all the parties Bank reserves the right to modify / amend the Evaluation criteria may be fixed in the RFP evaluation process at any time during the Bid process, without assigning any reason, whatsoever, and without any requirement of intimating the Bidders of any such change. At any time during the process of Bid evaluation, Bank may seek specific clarifications from any or all Bidders. Page 4 of 5

5 The price ( Bid Price ) quoted by the Bidder cannot Taxes are not under control of bidder. Hence any increase or decrease in tax may be passed Price is exclusive of all taxes and no alteration of the be altered or changed due to escalation on account on to purchaser. price (except taxes/levies) are allowed. of any variation in taxes, levies, and cost of material a e Section 6, Section 6, Section 6, 1.17 Time limit for delivery, installation and commissioning It is requested to revisit the timelines Refer to Corrigendum Sr No. 1 of outbound calling system shall be Six (6) weeks from the time of award of Contract/PO. Primary and language wise call table option for each Please explain in detail the meaning of "Primary and Language wise call table option for each Requirement of language wise call table option eg. LOB LOB" Hindi speaking, english speaking etc. Call queue monitoring What is the meaning of queue in outbound calling? Monitoring of calls in queue in case agent is busy while running multiple campaigns. System must support multi tenancy Please provide the expectation from multi-tenancy Bank is expecting multiple setup of users like supervisors, agents. Proposed platform should be scalable up to 2000 Custoemr normally sizes the contact centre for double the capacity or maximum of 3 times max 2000 agents Request you to cap the scalability to max 150 agents. List/data Management These features should What is the purpose of having area code update? Area code is std code in case of dialing land line provide flexibility with regard to managing calling list What is the meaning of campaign update? Please explain in detail. number and further details will be shared with the records that are loaded onto the dialer system What is the meaning of List preprocessing? successful bidder. system. What is multi-dialer management? Why is it required? Front end provision for upload of calling data.(xls or What is record specific messaging? CSV) Area code update Campaign update Do not call update Flexible list preprocessing Multidialer management Record-specific messaging How many concurrent campaigns are expected to be run? Will be shared with successful bidder The agents shall be situated locally or remotely? Locally While concurrent users shall be 50+5=55, how many named users(agents+supervisors) shall 55 (50 Agent + 5 Supervisor) Named agent be there across all shifts? Time limit for delivery, installation and commissioning Request bank to make this 12 weeks because delivery of equipments itself will 4 to 5 weeks Please refer to corrigendum Sr no. 1 of outbound calling system shall be Six (6) weeks from as all these equipments will be imported from outside country. Actual development of the time of award of Contract/PO. application will happened post delivery which will take another 4 to 5 weeks. UAT timelines will be depends on how fast bank do the UAT Request bank to add clause that base platform should be from Gartner Leader quadrant. This 50 will allow only recognised and technically strong OEM solutions to be quoted BID SECURITY / EARNEST MONEY DEPOSIT (EMD) Request Bank to accept EMD in the form of Bank Guarantee standard Functional Escalation process Request Bank to keep the time of 1 Hrs for Severity -1 for tier-2 Escalation. Date :- 16-Sep-17 Place :- Mumbai Page 5 of 5