Download Tender Document

Inviting Tenders for setting up of Call Centre at Gurgaon 5. Deliverables
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The blue print of proposed hardware and network infrastructure.
Detailed Business Process Plan for the complete solution.
Detailed Project Plan with timelines and milestones, Quality Processes to be followed,
Methodology/Project Governance mechanism.
Hardware & Network Specification for proposed contact centre solution.
Documentation on High Level BL customized solution of system after SRS sign-off.
User Manual, System Admin Manual, System and Operational Flow diagram, Test Scripts before
start of UAT.
Customized and Configured System as per Balmer Lawrie’s requirements needs to be
Implemented in the Production Environment along with Master Data and relevant Business
Process data for commencing operations
The bidder shall train Balmer Lawrie employees for operation and maintenance of the proposed
Contact centre system.
The bidder shall also train the BL technical team to facilitate their understanding of the software
for routine maintenance and minor improvements (OEM training free of cost)
Go Liveand Post Go-Live Support.
45 days Hypercare after Go Live.
Complete documentation.
Warranty Support
AMC Services
Patches updated after go-live during period of warranty or till service provider maintains the
product in the form of AMC needs to be delivered to BL.
Project Status reports on weekly basis outlining plan, progress as per plan, risks and achievements.
Backup and restoration strategy, plan and demonstration.
Bidder should suggest service improvement plans quarterly.
Bidder should suggest technical improvements in the system during the contract period
Contract Completion Certificate
Contract Completion Certificate for the supplied Hardware & Software shall be issued by BL after
successful completion of warranty period, when Performance has been established in an integrated manner
with other Systems / Services in normal operations. Bidder has no other obligation under agreement.
Submission of final documentation incorporating all the modifications in requisite sets, Removal of all
defects noted during commissioning and fulfillment of training requirements, Completion of defect
liability during warranty period.
Note:
 The bidder should provide compliance statement for all the above specifications of technical
requirements against each item.
 All relevant product information such as user manual, technical specifications sheet etc. should be
submitted along with the offer. Failure to submit this information could result in disqualification of the
bid.
 Hard copy of supporting documents or documentary proof for all the above criteria i.e. Bidder’s and
OEM’s eligibility criteria, Technical Specifications etc. should be submitted in the envelope containing
technical bid.
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