Uttar Pradesh Development Systems Corporation Limited Tender

Total Cost including UPDESCO margin

GST@18%

Overall cost including taxes

Work Description

2

Call /Contact Centre Operations on SPI Model for UPSRLM on per seat per month, turnkey basis comprising of following features but not limited to: • Independent Furnished Premises for the call centre operations • Inbound and Outbound Call/Contact Centre infrastructure including Internet facilities. • Citizen Engagement, Grievance Redressal and Service Cloud Named User Licence • Call and Voice Cloud - Service Cloud Framework integration with the Platform Named User Licence • Call Centre should have Powerful Call Centre Management Platform including Software Application for Help Desk (CRM) • UPSRLM Scheme Services based on a proven set of Cloud Framework and Platform license. • Automatic Dialler Facility • Facility of IVRS • Load Distribution and Different Routing Algorithms for Intelligent Call Routing Management • Intervention of Supervisor During the course of ongoing call between Caller and Call Centre Executive • Conferencing, Voice Logging, Call Transfer, Call Baring, Call Whisper Call Recording Facility • Text to Speech in Hindi and English Language Feature etc. • Adequate Capable Human Resource to Handle Calls and Supervising/ Monitoring Call Centre in Propagating and Collecting Responses of During the Course of Outgoing/Incoming Calls. • Making available collected data to UPSRLM Portal URL:http://upsrlm.org on daily basis. (Quote Rate on Per Seat Basis)

Citizen Engagement, Grievance Redressal and Service Cloud (Quote Rate on Per user Per Month Basis)

Contact Centre (Call and Voice Cloud) - Service Cloud Framework integration with the Cloud Framework and Platform (Quote Rate on Per user Per Month Basis)

SMS (Short Messaging Service) Communication Framework and Platform integrated per 159 characters for English Script and per 70 characters for Devnagari Script (per SMSs characters may exceed) for a pack of 10000 SMSes (Quote Rate for a single sms for a pack of approximate 10000 SMS)