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ICT/FOA
UNIVERSITY OF NAIROBI
RESTRICTED TENDER NUMBER: UON/RT/92/2017-2018
DATE OF NOTICE: THURSDAY OCTOBER 12, 2017
CLOSING DATE: THURSDAY OCTOBER 19, 2017 AT 10.30AM
All correspondence to: PROCUREMENT MANAGER P.O. BOX 30197 – 00100 GPO NAIROBI KENYA, TEL: (020) – 318262 FAX: (020) – 2245566 E-MAIL: [email protected] Public Procurement and Asset Disposal Act 2015
PURCHASE OF MODERN CORPORATE CONTACT EXPERIENCE CENTRE – UNIVERSITY OF NAIROBI
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SECTION –I INVITATION TO RESTRICTED TENDER
NOTICE DATE: THURSDAY OCTOBER 12, 2017
QUAOTATION NO: UON/RT/92/2016-2017
TENDER NAME: PURCHASE OF A MODERN CONTACT EXPERIENCE CENTRE
The University of Nairobi invites sealed bids from eligible Candidates for Purchase of Modern Contact Experience Centre
1. Prices quoted should be net inclusive of all taxes and delivery costs, must be expressed in
Kenya shillings and shall remain valid for a period of one hundred and twenty days (120)
from the closing date of the tender.
2. MANDATORY REQUIREMENTS.
Bidders must provide the following information and provide copies of documents to
support the information given.
a) Certificate of Incorporation/Registration
b) Business Permit
c) Tax Compliance Certificate
d) Form of Tender Duly Completed and Signed
e) Confidential Questionnaire Duly Completed and Signed
f) Proof of at least two (2) Similar Projects indicating clients and contacts.
Please note that non- submission of any of the mandatory requirements documents
leads to automatic disqualification.
3. Completed tender documents are to be enclosed in plain sealed envelopes marked with
tender reference number and name be deposited in the Tender Box at The Main Campus,
Reception Area, Administration Block or be addressed and posted to Procurement
Manager, P.O Box 30197-00100, Nairobi, Kenya so as to be received on or before
THURSDAY OCTOBER 19, 2017 AT 10.30AM
MR. J.M.K. MOKAYA
PROCUREMENT MANAGER
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SPECIFICATIONSFOR THE CUSTOMER EXPERIENCE CENTRE
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1 Introduction
The University of Nairobi (UoN), a corporate body established under the Universities Act
2012 of the laws of Kenya and the University of Nairobi Charter, is the pioneer institution
of University education in Kenya and the region. The University of Nairobi is the oldest and
largest University in Kenya. From its humble beginnings with 215 students in 1956, today
it has an enrolment of over 84,000 students and approximately 6,000 staff. The University
stakeholders that include government institutions, state corporations, the private sector,
students and staff together form significant channels of communications with the University.
The University offers a range of academic programmes from its six colleges. It has the
largest concentration of scholars in the country.
The University is planning to procure and implement a modern Customer Experience Center
that will facilitate and improve services delivery and customer satisfaction. The proposed
system is expected to provide a unified IP Telephony solution that integrates modern
communication technologies and university systems in line with the broader university goals
of providing excellent services to its customers.
In order to maintain our world class excellence, the university plans to upgrade its
communication system by implementing a modern Customer Experience Centre.
1.1 Vision and Mission
Vision: To be a world-class university committed to scholarly excellence.
Mission: To provide quality university education and training and
toembodytheaspirationsoftheKenyanpeopleandtheglobalcommunitythrough creation,
preservation, integration, transmission and utilization of knowledge.
1.2 Existing Telephony System
The University of Nairobi currently has an integrated hybrid telephony system
comprising of twelve (12) legacy PABXs and two IP Telephony solutions (Cisco and
Huawei). The Legacy PABX‟s are from various vendors including Plessey, Panasonic
and Siemens models. The total number of analogue extensions is approximately three
thousand (3000). The IP telephony solutions are:
i. Cisco Call Manager Express implemented in 2006 and upgraded to
Cisco Unified Communications Manager with Phonex One billing
system in 2014. It supports eight hundred (800) users and has a license
capacity of one thousand (1000). The Cisco solution is configured to
serve all university of Nairobi Colleges, Campuses and Extra-Mural
centres.
ii. The Huawei solution, with 501 licenses was installed in the university
towers in 2016/17 as a part of the main contract.
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In order to benefit from current technological advancements in communication, and
further improve on our services in line with our strategic plan, the university is
planning to transform its current call centres into a modern one stop Contact
Experience Centre for all its enterprise services.
1.3 Objectives
UoN is seeking a vendor to provide a Customer Experience Centre Software Solution
that is inclusive of the software platform, implementation services, data migration,
quality assurance, post-implementation support, knowledge transfer, and training. UoN
intends to make a single award to one vendor who can provide all of the requested
products and services; however, UoN will consider teaming arrangements if necessary.
2. Scope of Work
2.1 Purpose /Description
UoN is seeking an IPT Customer Experience Centre software solution
(“the Solution”) and associated implementation, quality assurance (QA),
post-implementation support, and training services for its Customer
Experience Center. The Solution must meet or exceed the requirements
listed herein for the Workforce Management and Advance Quality
Management (WFM/AQM) capabilities, Reporting and Customer
Experience Centre Solutions. The WFM solution is needed to improve
the student experience by aligning agents schedules with student call
patterns and leveraging the required agent level of service and support.
The AQM solution is a necessary managerial tool inorder to
continuously improve employee performance by monitoring customer
interactions and coaching employees on providing excellent customer
service. The Reporting solution will allow business stakeholders to create
the range of reporting necessary for operational effectiveness in their
areas. It will allow for adhoc reports, customization of historical reports,
and more, so that trends can be identified and analyzed and those daily
operational decisions and longer-term business decisions can be made
with effective reporting of data and
analytics.ProvidingthebestcustomerexperiencetoUoNstudentsisofparamo
unt importance and the lack of an effective reporting tool is crippling the
ability of business departments to optimize operations. The current draw
backs negatively impact the effectiveness and efficiency of UON‟s
Customer Experience Centre‟s ability to provide efficient and modern
student experience that is rooted in data and observable trends. UoN‟s
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goal is therefore to procure a solution that will fully address these
drawbacks and also be scalable for future growth.
2.2 Envisioned Customer Experience Centre
The following is a list of envisioned customer experience center
requirements and some optional, albeit desired, features to be supplied
by the Solution. The solution is expected to benefit all key functional
service areas of the University: Student Admission Center, Student
Advising and Retention, Examination Center, Registrars‟ Offices, IT
Service Desk, Corporate Affair, Advancement, Procurement and all
university campuses and Extra-Mural Centers all over the country.
It is expected that after the initial implementation of the system, UoN
will be left self-sufficient and require minimal professional services from
outside consultants; therefore, knowledge transfer to UoN functional staff
is a critical success factor. It is essential that the Solution is scalable and
has the capacity to support all components mentioned, whether or not said
components are initially purchased. It is expected that the selected vendor
will assess UoN‟s current state and will confirm their understanding of
the University‟s business requirements, functional requirements, and
technical specifications before initiating implementation.
The selected vendor is expected to be accessible and100%dedicated to
this project during the implementation phase and for six (6)months
following Go-Live for a post-implementation support warranty period.
The vendor is expected to provide a100% dedicated Project Manager
assigned to the UoN for the duration of the project. Sufficient technical
and functional consultant level resources are also required to be
assigned and dedicated to the project, but may provide remote support
upon UoN‟s approval. It is anticipated that some of the vendors key
personnel will be100%dedicated for the completion of specific
deliverables, i.e. the resource(s) will have no other projects assigned to
them during the duration of their assigned UoN deliverable(s) work,
unless approved in advance, in writing, by UoN. UoN will provide
subject matter experts (SMEs) and a dedicated Project Manager for the
duration of the project.
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2.2.1 Agent desktop consolidation
In the course of communication, agents often refer to information from
several systems. One of the important features of a contact center system
is to consolidate all of the required information for an agent onto a
single view on the desktop. This requires very powerful integration
capabilities. We strongly desire a web-deployed call center agent
desktop able to integrate with enterprise systems as well as future
solutions. The solution must directly serve the user interface pages to the
Internet, requiring no middle-waretobeweb-
enabledorclientworkstationinstallationsotherthanastandardweb browser,
preferably without add-ons. Other related requirements include:
i. The Agent PC client must be customizable for the group where it is deployed.
ii. The display must provide real-time individual and group statistics, queue
status and threshold alerts.
iii.Agents should be provided a drop-down window with descriptions
rather than numeric codes for transaction or wrap-upcodes.
iv. The proposed system must have the ability to automatically log agents out
under user defined conditions.
v. Allowstheagentstocompletecallcontrolincludinganswer,hold,retrieve,conferen
ce,transfer,andendcall;inaddition,the phonebook feature should allow agents
to click to call from a directory
vi. Provides a gadget for agents to see real-time queue statistics for their team
vii. Allows agents to work on multiple chat sessions at the same time for increased
agent resource usage
viii. Allows agents to use multiple lines on their phone
ix. Provides for reporting on secondary lines
x. Allows easy configuration of complex screen pop actions based on the
attributes of a call, allowing agents to provide improved service and reduce
call times
xi. Allows agents to log into their desktops remotely and receive calls regardless
of the type of phone they are using
xii. Supports outbound dialing including progressive, predictive, and direct preview
modes, allowing agents to handle both inbound and outbound dialingtasks
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xiii. Provides a gadget to allow agents to take part in outbound calling campaigns
when real-time contact queues(inbound calls and web chats) are low
xiv. Allows agents to schedule call backs during outbound calling campaigns when
the customer is reached at an inconvenient time
xv. Allows agents to schedule call backs for the same agent or go to any available
agent
xvi. Supports E.164publishedbytheITU-Tforinternationaldialing
2.2.2 Supervisor Desktop
The following features are envisaged for supervisor operations:
i. Supervisors must have the ability to create, edit, or delete agent ac-
counts/profiles.
ii. The Supervisor desktop must provide real-time individual and group statistics
,queue status and threshold alerts.
iii. Supervisor views should incorporate data from multiple sources including the
various modules and tools used to process and manage calls.
iv. Supervisors must be able to react to events, log agents in/out and re- allocate
resources, including end alerts via the on-screen tool in real time.
v. Announcements must be easy to change, allow for pre-recording of scripts
and be administrable by authorized managers.
vi. Allows supervisors to complete call control including
answer,hold,retrieve,conference,transfer,and end call; in addition, the
phonebook features should allow the supervisors to click to call from a
directory
vii. Shows supervisors the agent state, time in state, and extension of all agents
that are on the supervisor‟ steam
viii. Includes controls for supervisors to silent monitor the agent or change the
state of the agent
ix. Enables supervisors to view not-ready reason codes in supervisor team
performance gadget:break,at lunch,or wrap-up from another call
x. Shows supervisors the number of calls in queue, time of longest calling
queue, and a list of the number of agents in each state across all queues.
xi. Allow supervisors to login with their usernames instead of agent IDs,
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enabling them to login quickly and accurate
2.2.3 Visionary Features
i. Ability to forward voice to text voicemails.
ii. Ability for system to view Automatic Number Identification(ANI)and
identify if that phone number belongs to a student or other customers to
enable categorization into options of the phone tree that only pertain to
them.
iii. Abilitytoprovidefullyinteractiveservicesoverthephonesothatstudentscanche
cktheiraccountbalancewithouthavingtospeakwithan Agent.
iv. Ability to conduct a phone survey with the caller at the end of a call in
order to capture information about the customer experience.
v. Ability to automatically update rendered service using call details pro-
vided.
vi. Ability to schedule a callback so the customer does not have to wait in a
queue.
vii. Ability to integrate with Sales force CTI to capture on the Lead form metrics
such as toll-free number, automatic number identification, date/time upon an agent
handling an inbound call.
2.2.4 Realtime Dashboards and Historical reporting
i. The solution must provide both real time dashboards and historical view
reporting.
ii. The system must provide a unified reporting interface into a centralized,
standardized repository of all data from the Call Centre infrastructure.
iii. Reporting should include the ability to create and add new reporting fields
that show calculations of raw call data based on user entered formulas.
iv. Data must be accessible with different time intervals year, quarter month,
week, day, hour, ad-hoc including changing the week start day (e.g.UoN‟s
week starts on Monday).
v. Instantaneous peaks must be tracked for relevant metrics and reportable for any of
the above time intervals. (E.g. what was the maximum number of calls waiting
in a queue last week?)
vi. Is the report log information stored in an open database format?
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vii. Are up-to-the-minute, „live‟, reports available for queues, stations, agents, and lines
without interference with the real-time processing of calls?
viii. At a minimum, the system must capture and report current industry- standard
real-time and historical metrics on agents, calls, skill groups, call types, multi-
media non-call types, and services .The system should be able to report on
these metrics at all levels of the business, including agent, agent group, skill,
queue and enterprise. Provide a list of metrics collected.
ix. UoN should have the ability to define pre-set‟ thresholds ‟for monitoring of
specific metrics, and have reporting real-time and historical reflect threshold
adherence through color variances. Alerts should be sent to the appropriate
monitors when those thresholds are triggered.
x. Can your reporting system handle multi-year enterprise-wide queries with
many custom calculations rapidly, sanscrashing? Provide examples.
xi. Where is the data stored? If the data is stored remote from the reporting
system and/or enterprise, does that slow down reporting, and how much?
xii. In addition to the above requirements and preferences, reporting will be
judged on ease of use, speed, flexibility to meet reporting needs, breadth and
power of the feature set, and openness of the architecture to access by outside
reporting systems.
2.2.5 Interactive Voice Response (IVR) Capabilities
The UoN wishes to implement an Integrated Voice Response (IVR)
system to provide call handling functions that span multiple
departments as well as serving as a front door to the contact center.
Departments outside of the contact center may also utilize the IVR for
self-service options.
i. Is the IVR part of the core contact center platform or a separate sys- tem?
ii. The system must be capable of voice recognition for basic commands such as
Yes, No and other simple words or pre-determined phrases and also accept
touch tone responses in the prompt (i.e. “Please say or press 1”).
iii. The system should support advanced self-service technologies such as
automatic speech recognition (ASR),Text-to-Speech(TTS),and Voice
Extensible Markup Language(VoiceXML).
iv. Thesystemshouldbecapableofaddingnaturallanguagespeechrecognition.
v. The system must be easy to administer by UoN and provide GUI front- end
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tools for scripts and configuration changes.
vi. The system must be capable of collecting ANI information used for routing
rules.
vii. The system must provide touch-tone (DTMF) and Natural Language Voice
information to the IVR.
viii. The system must be capable of providing callers with an accurate Estimated
Waiting Time.
ix. The system should allow a caller to hit a DTMF digit at anytime while in
queue to hear other options without being removed from the queue.
x. Please provide a high level description of your IVR platform and dis- cuss
how it meets requirements, including any CTI interfaces. Please provide a
map.
xi. Describehowthesystemisadministeredincludingscriptsandconfigurationchanges.
xii. The system should provide Customer Survey function.
xiii. The System should support handling all data attached with an interaction from
IVR to agent.
xiv. The system should provide a graphical IVR design tool to build new
interaction pathways.
2.2.6 Quality monitoring and Recording
i. The proposed system must be capable of scheduled call recording for quality
monitoring purposes or recording all calls.
ii. The contact center and quality monitoring capability of the system must
include a synchronized screen capture of the agents PC activity, including the
ability to screen scrape over multiple monitors. Playback of voice and screen
scrape must be fully synchronized and automatically linked in playback through
a single supervisor/review tool.
iii. The system must provide the ability to retrieve calls by user defined
parameters such as by agent, for defined intervals, or by specific queues, callers
ID number etc.
iv. Supervisors and/or agents must be able to view a detailed list of agents by
work group or team and view their present status.
v. Supervisors must be able to create real time alerts based on Contact Centre
Statistics.
vi. The proposed system should capture and store recordings at the hosted
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equipment site.
vii. The system should allow agent store cord calls to confirm transactions in case
there are difficulties with an order at a later time-frame?
viii. The system should be configured to record calls automatically without agent
or supervisor intervention.
ix. The system should be capable of providing evaluation and coaching tools.
2.2.7 Workforce Management/ Optimization
i. Must provide an interface with the proposed contact center solution to extract
data required to build forecasts.
ii. Must provide forecasts that include annually, quarterly, monthly, daily, and
specified intervals.
iii. Must include customer defined underlying factors such as historical data,
seasonal trends, etc.
iv. Must include ability to create shift-based schedules.
v. Must include ability to created demand-based schedules (time assigned to fit
workload).
vi. Must provide Real Time Adherence viewing tool.
vii. Must adjust schedules based on real-time changes.
viii. Must provide ability to track and compare adherence to schedules (actual vs.
scheduled).
ix. Must provide alarms/alerts when agents do not adhere to schedules.
x. Must provide agent scorecards to measure performance against metrics.
xi. The system should be able to determine peak staffing requirements.
2.2.8 Advanced Quality Management Requirements
The Solution must provide and meet for the following specifications:
i. Ensure Payment Card Industry (PCI) compliance for use in the near future
when agents will be taking credit card payments from students.
ii. Ability to alert and stop a second Supervisor from reviewing the same call in
order to minimize rework.
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iii. Give designated Agents access to listen to specific calls, but not the ability to
share or save.
iv. Ability to have screen and audio recordings categorized based on which queue
it came through in order to organize the screen and audio recordings.
v. Ability to save QA evaluations by evaluator for easy access to completed
evaluations.
vi. Ability to play recordings from AQM through Cisco phone handsets.
vii. Ability to record an Agents screen and audio at any time, even when they are
not on a call to monitor workflow.
viii. Ability to record specific out bound calls and stop the recording of specific
outbound calls.
ix. Ability to analyze voice data in order to detect hot topics for the Contact
Centers.
ix. Ability to evaluate a chat and e-mail without having to select a call from
AQM.
x. Ability to listen to calls in AQM when agents are using the IP Communicator
and working from home (WFH).
2.2.9 Outbound/Inbound d i a l i n g
i. The solution should provide an integrated predictive dialer clearly showing
how the ADC is connected for accurate output prediction.
ii. The system must be able to support multiple phone numbers for each contact.
iii. The system must be able to support unique CLIDs for each campaign.
iv. The system must provide call backs.
v. The system must provide full call-progress analysis.
vi. The system must support the following out bound dialer modes-Predictive
dialing, Preview dialing and Progressive-power d i a l i n g .
vii. Provide details of the supervisor functions of your dialer.
viii. The dialer must allow for automated/IVR campaigns
ix. The system outbound dialer must provide flexible pacing and throttling
mechanisms to over-dial or under-dial, depending on active metrics.
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x. System must enable agents to serve both inbound calls and outbound
campaign tasks when the inbound queue is empty, allowing for the most
efficient use of agent resources for both inbound calls and outbound
campaigns
xi. The system outbound dialer must provide support for barring listed telephone
numbers as appropriate. Additionally, the system outbound dialer should provide
the ability to maintain exclusion lists.
2.2.10 Customer Relationship Management (CRM)
The proposed Call Centre solution should be able to support a Customer
Relationship Management (CRM) system with the following capabilities.
i. Integration with IVR, ACD, other existing applications like UoN Data
Interface (as and when required), portals, email server, SMS server to provide
360 degree view of caller.
ii. It should be Rules-based allowing the application to be modified to meet the
changing needs.
iii. It should be secured with single sign-on facility. The application should be
configured to allow agents to log in into UoN Data Interface, automatically
without re-entering username/password into these applications.
iv. Provide a 360 Degree view of caller information to make NCC user more
informative about caller/call including call routing, service request status, and
caller contact information.
v. Allow agent to capture the basic information for informational services
including but not limited to:-
a. Name
b. Sex
c. Phone/mobile number
d. Address
e. Reason for contact
f. Query details
g. Date
h. Registration number-(if student)
i. Assigned t o
vi. Integration with University of Nairobi Contact Centre database which will
store the caller‟s information.
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vii. Support the content management containing scripts and FAQ‟s for
informational services. It should also provide a search facility to the agent to
search query in the maintained FAQ‟s.
viii. Provide access to update the FAQ‟s periodically
ix. Enable recording new queries asked by callers
x. Generate a Unique Service Request Number that shall be provided to the
caller. This Unique Service request should be designed to ensure its
singularity.
xi. When a new query record is created, if desired, an e-mail/SMS can be
automatically sent to the caller confirming that a new case record has been
created with a unique service request number, name of the caller and query
name with query status.
xii. Support SMS/email facility on the change in the status (open, pending, closed
etc.) of the query of the caller. A SMS should be sent to the caller with the
service request no, name of the caller and query name with query status.
xiii. The solution must provide the Agent with a facility for recording call back
detailsintheCRM.Thesystemshouldalsoassigncallbackresponsibilitytotheimme
diatefreeagentwithaclearindicationofreminder date and time.
xiv. Provide the status of the query to the caller through voice and/or SMS (in
response to customers SMS).
xv. When new case (queries) records are created, they should be automatically
assigned to the appropriate person using predefined assignment rules. When cases
(queries) are assigned to relevant offices, the responsible persons are to be
notified automatically via e-mail and desk top pop ups.
xvi. Support work flow engine which will help in the implementation of case
management activities. Based on workflow, case records can be automatically
assigned to a work queue (using predefined assignment rules).
xvii. Automatically notify people under escalation rules via email about the
escalated case to all of the people who comes under escalation rules. A matrix
will be available in the database which maps a particular L2/L3 official for a
particular type of complaint after a specific time period. If the complaint
/Query remain unresolved after a specific time period, the concerned official
is picked up from database and informed by email/SMS.
xviii. CRM should support the escalation rules applies for non-closure of query
within a certain period of time Case escalation rules to be clearly defined for
different types of queries and should be linked to concerned L2,L3officials.
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xix. It should support case escalation rules to be defined that will control the
automatic escalation of a case when specified conditions are met.
xx. It should support a configurable case “status” data field which is used to track
the status of each case (e.g., new, escalated, on-hold, closed, etc.).
xxi. Support a case record which is created or updated, a history record (of the
change) is automatically created and associated with the case.
xxii. It should allow an agent to close the call by changing the status of service
request to “Closed”. System should automatically send an email/SMS to caller
and email to the concerned department/official about the closure of the query.
xxiii. When Agent makes the call to inform caller about the query, all the caller
details will be available on his screen like Caller name, service re- quest no,
status, query, date & time of query, History of status updates etc. in CRM.
xxiv. It should allow search feature to search the query by its service request
number, name of caller, mobile/phone number.
xxv. Support mass email/SMS facility that can be used to send out responses to
many people encountering the same problem.
xxvi. It should provide for “callback” support option in the event of long call waiting.
xxvii. It should define automatic routing and escalation (routing to a super- visor) of
a work item as a result of a trigger or manual activation by the agent.
xxviii. Itshouldhaveabilityforscreencustomizationtoreflectagentpreferencesorspecifics
ervicerequirements.Agentsshouldbeabletoselect the categories they want on
their personal screen(s) such as task and service information as well as filters
to be used such as show all service requests, ”over due service request” just
open service requests ,and just servicerequestssubmittedinthelast7days.
xxix. It should support the document management
whichwillsendthedocumentationtothecallerofdifferentapplicationformsifreque
sted by him through email.
xxix. CRM should support all the templates email, SMS, government forms that are
maintained in the system.
xxx. It should support Alert mechanism. Whether the alerts are posted through an
email or SMS system, shown as a pop-up window or created and routed as a
special work item for necessary action.
xxxi. It should support the audit trail of the alerts that are triggered along the
process.
xxxii. Integration of UoN database interface Application with CRM application.
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xxxiii. Provide comprehensive tracking of caller interaction and agents activities.
xxxiv. The application must be configured to support more than one active session
for a call center user so as to support more than one concurrent caller at a
given time during escalation.
xxxv. It should support the workforce management. It should be able to
forecastthevolumesofstaffrequirementsbyusingsuchservicestandards as the
grade of service, average waiting times and the average time needed to handle
each customer contact, including wrap activities during events like result
declaration.
xxxvi. System should have an authentication mechanism before grievance status details
are shared with the caller.
xxxii. Unique user id and password should be provided to the designated officers of
UoN (L3).
xxxviii. Content management procedure should be integrated with CRM and
maintain call center procedures.
xxxix. Support auxiliary codes to enable call Centre agents to indicate their current mode
of operation (i.e. Available/Unavailable/Wrapping Up/At Lunch, etc.) and the same
must be reflected in the reporting tool.
xl. Agent should be able to access the UoN Data Interface via same
desktop from which it is logging all for informational services.
xli. All logged tickets/ calls should follow the escalation mechanism defined
in the standard operating procedure.
xlii. System databases will be used to manage caller account and other in-
formation, which will be used to collect, track, and report caller
service requests and service delivery.
2.2.11 Multichannel Options
TheproposedsolutionshoulddetailintegrationwithpopularCRMapplicatio
nsfromavoice, web chat, social media and email perspective.
2.2.11.1 Email
2.2.11.1 The system should enable contact center to queue and route email
messages to skilled agents, helping balance email and call-handling activities.
2.2.11.2 The system should be able to create web tickets based on the contacts.
2.2.11.3 The email solution should be integrated into the agent desktop.
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2.2.11.4 The email feature should be integration with Cisco Social Miner
server deployed in a demilitarized zone(DMZ).
2.2.11.2 Web Chat
i. The solution should provide multi-session chat capabilities for managing customer
interactions through company websites.
ii. The system should enable contact center to queue and route web chats to
skilled agents.
iii. The web chat solution should be integrated into the agent desktop.
iv. The web chat feature should be integration with Cisco Social Miner server
deployed in a demilitarized zone (DMZ).
v. The solution should enable blending of voice and chat operations with the
ability to allocate or not allocate chat contacts while an agent is on a voice
call, and conversely for improved resource usage.
vi. The solution should be able to alert the customers when no one is available for
chat and provide alternative contact method.
vii. The system should continue to record the IP address and/or phone numbers
(as applicable) attached to incoming chats/
2.2.11.3 Social Media Customer Care
This feature will enable the University to proactively respond to
customers and prospects communicating through public social media
networks such as Twitter and Facebook or any other public forum or
blogging sites.
2.2.11.3.1 Social Media Feeds
i. Feeds are configurable sources to capture public social contacts that
contain specific words, terms, or phrases.
ii. Feeds enable you to collect various types of contacts about your
company‟s products, services, or areas of expertise.
iii. The Social Miner solution should support the following types of feeds:
a. Really Simple Syndication(RSS)
b. Facebook
c. Twitter
d. Push
e. Chat
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f. Callback
iv. Chat from Twitter and Facebook reply templates
v. Should allow agents to escalate Twitter and Facebook communications to
live single-session web chats.
vi. Chat launch from Twitter and Facebook should provide agents with the
flexibility to offer customers real-time support.
2.2.11.3.2 Filters i. Filters are configurable sources to modify and take action on
social contacts, allowing customer care representatives to
focus on the most actionable social contacts.
ii. Social Miner software should support three types of filters:
a. Bayesian
b. Author
c. Script
2.2.11.3.3 Campaign Management i. The solution should group feeds into campaigns to organize all
posting activity related to a product category or business
objective.
ii. The solution should produce metrics about campaign activity.
iii. The Social Miner software should allow the configuration of
multiple campaigns to search for customer postings on specific
products or services.
iv. The software should allow grouping of social contacts to
enable handling by the social media customer care team.
v. The solution should enable filtering of social contacts based
on preconfigured campaign filters to focus campaign searches.
2.2.11.3.4 Chat Management
i. System can have multi-session chat sessions with up to five
simultaneous chat sessions per agent.
ii. System can enable the use of predefined agent response templates.
iii. The solution has a browser-enabled spell checker.
iv. The solution provides audible and visual notification for incoming
chat requests.
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2.2.11.3.5 Search
i. This feature enables searches for specific words, terms, or phrases
associated with all social contacts in Social Miner software.
ii. Search provides another layer of social contact filtering to
meet specific business goals.
iii. It enables searches for transcripts associated with completed
chat sessions.
2.2.11.3.6 Routing and queuing social contacts
i. This feature enables routing of social contacts to skilled
customer care representatives in the contact center.
ii. It draws on expertise in the enterprise by allowing multiple
people in the enterprise to work together to handle responses to
customer postings through shared work queues.
iii. It also enables automated distribution of work to improve
efficiency and effectiveness of social media engagement.
2.2.11.3.7 Tagging
The system should allow the routing of work to the appropriate team by
grouping each post or social contact into different categories; for example, a
post can be marked with the“customer support” tag, and this post will then
appear in a customer support agent‟s queue for processing.
2.2.11.4 Video Customer Care
The system should provide a Video collaboration with Jabber Guest that allows
experts and customers to appear on video displays for a highly effective, face-to-face
customer service interaction.
This type of care is ideal for applications in finance, such as branch- office experts,
retail for high-end sales, health care for remote consultations, and interpretive
services, as well as for administrative services such as lobby personnel.
Video customer care creates the intimacy of a one-on-one meeting and at the same
time allows the agent to be in multiple places for efficient use of resources.
3 Additional Requirements
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In addition to the above, the following additional requirements
are mandatory for the implementation of this project and must
be fully met by the vendors
3.1 Advance Partnership Collaboration with Cisco
The proposed Contact Experience Center is to be the final phase of the
university IP Telephony based on a Cisco VOIP platform. The proposed
solution must meet the following:
i. Provide integration with the existing university Management
Information Systems (MIS), social media feeds, and multi-channel
options in addition to daily contact Centre operations. ii. Provide a Cisco Contact Experience Centre Solution that integrates
with the existing university Cisco VOIP solution without
integration issues.
iii. Vendor is required to provide an up to date Manufacturers Authorization
Form (MAF) duly signed to confirm their Advance Collaboration
Partnership with Cisco who are the manufacturers of the proposed solution.
3.2 Implementation Services
i. The vendor must provide implementation services inclusive of
Solution design and configuration, data mapping and migration where
necessary, set-up, and hosting and infrastructure arrangements.
ii. Vendor must provide issue management for project-related issues
as well as Change/Release Management for approved changes
authorized by the UoN Steering Committee.
iii. Implementation personnel must be on-site at UoN to ensure clear
communication and rapid response to problems and questions.
iv. As part of the implementation phase of the project, UoN will
require access to a sandbox environment to allow users to test all
the requirements.
3.3 Data Migration and Validation Services
i. Vendor to migrate the data from all current modules to the new software
platform.
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ii. Vendor to migrate call recordings from the current software solution for
compliance and regulatory purposes.
iii. Vendor will collect, analyze, clean, and remove duplicate data prior to
migration to each module. Specifically, validate data quality and completeness
post-migration.
3.4 Quality Assurance (“QA”)
TheselectedvendormustprovidetheQAtasksandQAdocumentationincludi
ng,butnotlimitedto,TestPlan,TestCases,weeklyQAStatusReport,
andTestResultsSummaryReport.TheQAPlanmustalsoincludetestscenario
definition and execution; defect management; test scenarios, cases, and
scripts for unit, system, functional, and user acceptance testing;
inclusive of environment management and test data preparation, if
needed. The selected vendor must provide official verification and sign-
off to confirm that the system is production ready.
3.5 Post-Implementation Support Services and Warranty
Upon completion of the implementation(Go-Live),the vendor must provide
a warranty period inclusive of six(6) months of post-implementation support
services, at a Tier 3 level, to ensure successful system performance (e.g.
immediate response to any operational issues or detection of defects)
and knowledge transfer to UoN. The selected vendor must provide a
knowledge transfer plan.
A minimum of three (3) years warranty is required on all hardware and
one (1) year on all software. Warranty period shall start after acceptance
testing of item. The vendor shall provide details and copy of the
warranty.
3.6 Training Services
To ensure a thorough knowledge transfer, the selected vendor must
include, at a minimum, the following:
i. Trainers must be Subject Matter Experts (SMEs) for the technology presented.
ii. Training plan that provides options based on the type of user (end-user, super-
user, administrator, or (SME) and the style of training, including train-the-
trainer. Training must be provided on-site at any of the UoN's offices in Nairobi.
UoN desires the ability to record training sessions for future use with new
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employees.
iii. Training must address all of the business requirements, as detailed herein.
iv. Vendor must provide a training lab to enable UoN stakeholders to receive
hands-ontraining.
3.7 Technical Requirements
The University of Nairobi is envisaging a Customer Experience Centre
environment with operating systems include Microsoft Windows 10(64-
bit)or latest and/or Apple OSX 10.8, 10.9, 10.10, and 10.11. The
Solution must be:
i. Capable and supported to run on virtual infrastructure (VMware or AWS).
ii. CapableandsupportedtorunonMicrosoftWindowsServer2008R2 or above.
iii. Compatible with Cisco Call Manager 9.0 or above and Cisco UCCX 10.6
(currently patch level10.6.1.11001-31).
iv. Capable of integrating with Single-Sign-On(SSO) infrastructure com- pliant
with Security Assertion Markup Language(SAML) 2.0 or directory services
such as Microsoft Active Directory or Light weight Directory Access Protocol
(LDAP) where authentication and authorization functionality is required.
v. Provides callable storage for recording all Contact Center calls with the ability
to handle a minimum of 16TB of call data.
3.7.1 Supervisor/Agent Desktop PCs
The vendor shall provide both supervisor and agent desk top PCs with all its
accessories.
i. Windows 7/8 Pro 64 bit or later OS versions and/or Apple OSX
10.8, 10.9, 10.10, and 10.11.
ii. IntelCore i3-3220 3.30 GHz 3 MB Cache 2 Core
iii. 500 GB Hard disk 7200 RPM SATA 6G 1stHDD
iv. 2GB DDR3-1600 ECC (1X2GB) RAM
v. USB keyboard
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vi. USB 1000dpi Laser Mouse
vii. 2011X20-In LCD Monitor
viii. 3-3-3 warranty
ix. 650 VA UPS with 2 years warranty
3.7.2 Urgent Head Phones
The vendor shall supply appropriate lightweight, binaural wearing style
headsets for maximum comfort all-day long and designed for Unified
Communication deployment. The head set shall have the following
features:
i. Crystal Clear Sound (Superior sound clarity) – The noise-
cancelling microphone should ensure that the recipient cannot
hear any background noise from the speaker‟s surrounding
environment.
ii. Ensure Comfort by providing padding on the headband as well as
ultra-soft leatherette ear cushions. The headset should also
provide an adjustable speaker chamber to ensure it sits perfectly
on the ear.
iii. Ensure a flexible boom-arm tip for optimal positioning
iv. Should be certified and optimized for use with all leading Unified
Communication platforms including Cisco and Huawei
3.8 Deliverables
3.8.1 Project Work Plan
The project work plan shall include the full life cycle for the project, following project management best practices from initiation through closeout. For each document deliverable, the vendor will submit electronic copies as requested by UoN using Microsoft Office compatible files, e.g. Excel, Power Point, Project, Word, or Google, e.g. Docs, Sheet, Presentation. Deliverables within this project plan should include, but are not limited to:
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i. Project Plan: Includes the Solution Design Document, Project Schedule, Communications Plan, Change Management Plan, Project Issues and Tracking Procedure, Issue Management Plan, and a Risk Management Plan.
ii. Data Conversion and Migration Design Plan including data analysis document, data migration design, ETL and related scripts, and documented test results.
iii. QA Test Plan and QA Test Cases: The QA Test plan, include unit, functional, and user acceptance testing, with details of related test cases, test scripts, and defect management.
iv. Deployment Plan and Checklist including decommission of current solution and launch of new solution.
v. Training Plan, documentation, and delivery tailored for specific UON business units and inclusive of training outlines that specify training content and training modules specific to UoN implementation.
vi. A standard suite of customizable reports for all listed requirements.
vii. Knowledge Transfer Plan.
viii. Ongoing Support Model with IT and Business Model including support documentation (SLAs).
ix. Operation Manual, including:
a. Roles and Security Configuration.
b. Configured Objects Identification Mapping.
c. Standard and Custom Fields.
d. Workflow and Assignments.
e. Queues.
x. Third-Party Integration.
xi. Customizations.
NB; Cisco Partners who are licensed only.
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Supplier’s Declaration: I……………………………………………………..of P.O Box ……………………………………………..declare that;
1. I will not engage in any corrupt or fraudulent practice
2. Neither our company nor our subcontractors have been debarred from participating in Public Procurement Proceedings
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SECTION VII - STANDARD FORMS Notes on the Standard Forms: 7.1 Form of Tender This form must be completed by the tenderer and submitted with the tender documents. It must also be duly signed by duly authorized representative of the tenderer. 7.2 Confidential Business Questionnaire Form This form must be completed by the tenderer and submitted with tender documents. This form will be completed by the manufacturer of the goods where the tender is an agent.
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7.1 FORM OF TENDER Date Tender No. To: [name and address of procuring entity] Gentlemen and/or Ladies: 1. Having examined the tender documents including Addenda Nos. ………………………………. [Insert numbers].the receipt of which is hereby duly acknowledged, we, the undersigned, offer to supply deliver, install and commission ( …………………………………………… (Insert equipment description) in conformity with the said tender documents for the sum of …………………………………………………………. (total tender amount in words and figures) or such other sums as may be ascertained in accordance with the Schedule of Prices attached herewith and made part of this Tender. 2. We undertake, if our Tender is accepted, to deliver install and commission the equipment in accordance with the delivery schedule specified in the Schedule of Requirements. 3. If our Tender is accepted, we will obtain the guarantee of a bank in a sum of equivalent to percent of the Contract Price for the due performance of the Contract , in the form prescribed by ………………. ……………….( Procuring entity). 4. We agree to abide by this Tender for a period of …… [Number] days from the date fixed for tender opening of the Instructions to tenderers, and it shall remain binding upon us and may be accepted at any time before the expiration of that period. 5. This Tender, together with your written acceptance thereof and your notification of award, shall constitute a Contract, between us. Subject to signing of the Contract by the parties. 6. We understand that you are not bound to accept the lowest or any tender that you may receive. Dated this day of 20 [Signature] [in the capacity of] Duly authorized to sign tender for an on behalf of
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7.2 CONFIDENTIAL BUSINESS QUESTIONNAIRE FORM
You are requested to give the particulars indicated in Part 1 and either Part 2(a), 2(b) or 2 (c) whichever applied to your type of business You are advised that it is a serious offence to give false information on this form
Part 1 – General:
Business Name …………………………………………………………………………………………………. Location of business premises. ……………………………………………………………….. Plot No…………………………… Street/Road ……………………………………………….. Postal Address………………….. Tel No. …………………. Fax …………. E mail ……………. Nature of Business,…………………………………………………………………………….. Registration Certificate No. …………………………………………………………………… Maximum value of business which you can handle at any one time Kshs.………………… Name of your bankers ………………………….. Branch ………………………………………
Part 2 (a) – Sole Proprietor Your name in full ……………………… Age ………………………..Nationality ……………………………… Country of origin …………………………………Citizenship details ……………………………………….
Part 2 (b) Partnership Given details of partners as follows: Name Nationality Citizenship Details Shares 1. ……………………………………………………………………………. 2. …………………………………………………………………… 3. …………………………………………………………………………..
Part 2 (c ) – Registered Company Private or Public ……………………………………………………………………………………. State the nominal and issued capital of company- Nominal Kshs. ……………………………… Issued Kshs. ………………………………… Given details of all directors as follows Name Nationality Citizenship Details Shares 1………………………………………………………………………………………….. 2. ……………………………………………………………………………………….. 3. ……………………………………………………………………………………
Date …………………………….. Seal/Signature of Candidate ………………………………..
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9. EVALUATION CRITERIA The University of Nairobi will consider the following criteria for evaluating tenders and bidders:
PRELIMINARY EVALUATION CRITERIA A: MANDATORY REQUIREMENTS
The tenderer must provide the following information and provide copies of documents to support the information given.
Criterion Particulars Provided Scores YES /NO
Incorporation/Registration certificate Evidence to be availed is the Certificate
Business permit Evidence to be availed is a valid Certificate
Form of tender – Duly completed and signed Evidence to be availed is duly completed and signed form
Confidential questionnaire - Duly completed and signed
Evidence to be availed is duly completed and signed form
Current Tax Compliance Certificates Evidence to be availed is a valid Certificate
Proof of at least two (2) Similar completed projects indicating clients and contacts
Evidence to be availed is letters from the referees
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B: TECHNICAL EVALUATON CRITERIA (Total Points 80)
The total Marks allocated 80 with a pass mark of 56 Marks (70%)
Criterion Total Marks
Marks Earned
1. Years in Business of similar nature 10 2. Conformity to technical Specifications provided in the
Restricted tender document 60
3. Licensed CISCO Partners only 5 4. Delivery Period 5 Totals 80
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C: POST – QUALIFICATION
The total Marks allocated 20 with a pass mark of 14 Marks (70%)
Observations Made Max
Scores
Marks Earned
1. Confirmation of Business Name & Physical Address 2
2. Confirmation of originals of Attached Documents 2
3. Composition of Staff
Management
Technical
Supervisory
Support
4
4. Name and Qualification of Key Management &
Technical Staff
1:
2:
3
5. Nature of Operations (relevant)
indicated
5
6. Size of Business
Large
Medium
Small
2
8 Premises
Owned
Leased
2
Total 20
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. TECHNICAL EVALUATION COMMITTEE’S RECOMMENDATIONS The evaluation of the tender by the technical evaluation Committee will be summarized as follows;
No. Major Area of concern Indicators from the
evaluation exercise Aggregated Scores
1 Responsiveness to Tender University/ Public
Procurement Act Requirement Mandatory
Requirements Yes/No
2 Responsiveness of Tender to University
Technical Specifications and Technical
ability of Tenderer to meet the specific
performance targets of the Tender
Conformity to technical
specifications 80
3 Physical and Administrative organization of
the Tenderer Post qualification
survey 20
Total score 100
RECOMMENDATION
