Market dialogue for the procurement of a contact centre system.

The Norwegian State Education Fund wishes to implement a market dialogue in order to map the available systems for a new contact centre. The objective of the market dialogue is to gain insight into the market ́s possibilities, innovative solutions and best practice in order to achieve a more efficient …

CPV: 79512000 Centro di raccolta delle chiamate, 79510000 Servizi di segreteria telefonica, 79500000 Servizi di ufficio, 79000000 Servizi per le imprese: servizi giuridici, di marketing, di consulenza, di reclutamento, di stampa e di sicurezza, 72300000 Servizi di elaborazione dati, 72000000 Servizi informatici: consulenza, sviluppo di software, Internet e supporto, 32524000 Sistema di telecomunicazioni, 32542000 Pannelli per quadri di distribuzione, 64000000 Servizi di poste e telecomunicazioni
Luogo di esecuzione:
Market dialogue for the procurement of a contact centre system.
Ente di assegnazione:
Lånekassen
Numero di premio:
397

1. Buyer

1.1 Buyer

Official name : Lånekassen
Legal type of the buyer : Body governed by public law
Activity of the contracting authority : General public services

2. Procedure

2.1 Procedure

Title : Market dialogue for the procurement of a contact centre system.
Description : The Norwegian State Education Fund wishes to implement a market dialogue in order to map the available systems for a new contact centre. The objective of the market dialogue is to gain insight into the market ́s possibilities, innovative solutions and best practice in order to achieve a more efficient and user friendly contact centre system.  The Norwegian State Education Loan Fund currently has approx. 400 employees in total, of which 43 work at the customer centre. Our current contact centre supplier is Zisson, and we annually handle approx. 185,000 enquiries in the system.  We would like to further develop and improve our contact centre system to offer better services to our users, optimise our internal work processes and ensure efficient use of resources.  Existing functionality  We currently have the following functionalities in our contact centre system, which we deem to be a "basic" function and expect that all suppliers can offer:  * Create agent profiles and agent groups. These shall be given different accesses.  * Queue system where incoming calls can be answered by employees. It should be possible to have multiple queue profiles.   *Statistics  * Sending of SMS  Requested functionality and improvements  We would like input on what systems and additional services the market can offer beyond the basic functions.   Further process  This market dialogue is part of our preparatory phase for a procurement. We will hold one-to-one meetings with suppliers. It is important for us to understand what systems the market can offer and how we can best design a procurement that covers our needs.  Tenderers are therefore invited to provide input on the following:  1. How their systems can contribute to a more efficient and user friendly contact centre system.  2. What innovative functions can improve our service beyond what we currently have.  3. How their systems safeguard security, privacy and universal design.  4. Possibilities for demonstration of the system.  In order to participate in the market dialogue, interested suppliers are asked to register their interest and set aside 7 April 09-10 for a meeting where the Norwegian State Education Fund will explain our need in more detail. Then tenderers are asked to book times for 1-1 meetings where the tenderers will be able to demonstrate their systems. Tenderers who register their interest will be sent a form to book time between 10-16 7 April and 09-16 8 April.
Internal identifier : 397

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79512000 Call centre
Additional classification ( cpv ): 79510000 Telephone-answering services
Additional classification ( cpv ): 79500000 Office-support services
Additional classification ( cpv ): 79000000 Business services: law, marketing, consulting, recruitment, printing and security
Additional classification ( cpv ): 72300000 Data services
Additional classification ( cpv ): 72000000 IT services: consulting, software development, Internet and support
Additional classification ( cpv ): 32524000 Telecommunications system
Additional classification ( cpv ): 32542000 Switchboard panels
Additional classification ( cpv ): 64000000 Postal and telecommunications services

2.1.4 General information

Legal basis :
Directive 2014/24/EU

3. Part

3.1 Part technical ID : PAR-0000

Title : Market dialogue for the procurement of a contact centre system.
Description : The Norwegian State Education Fund wishes to implement a market dialogue in order to map the available systems for a new contact centre. The objective of the market dialogue is to gain insight into the market ́s possibilities, innovative solutions and best practice in order to achieve a more efficient and user friendly contact centre system.  The Norwegian State Education Loan Fund currently has approx. 400 employees in total, of which 43 work at the customer centre. Our current contact centre supplier is Zisson, and we annually handle approx. 185,000 enquiries in the system.  We would like to further develop and improve our contact centre system to offer better services to our users, optimise our internal work processes and ensure efficient use of resources.  Existing functionality  We currently have the following functionalities in our contact centre system, which we deem to be a "basic" function and expect that all suppliers can offer:  * Create agent profiles and agent groups. These shall be given different accesses.  * Queue system where incoming calls can be answered by employees. It should be possible to have multiple queue profiles.   *Statistics  * Sending of SMS  Requested functionality and improvements  We would like input on what systems and additional services the market can offer beyond the basic functions.   Further process  This market dialogue is part of our preparatory phase for a procurement. We will hold one-to-one meetings with suppliers. It is important for us to understand what systems the market can offer and how we can best design a procurement that covers our needs.  Tenderers are therefore invited to provide input on the following:  1. How their systems can contribute to a more efficient and user friendly contact centre system.  2. What innovative functions can improve our service beyond what we currently have.  3. How their systems safeguard security, privacy and universal design.  4. Possibilities for demonstration of the system.  In order to participate in the market dialogue, interested suppliers are asked to register their interest and set aside 7 April 09-10 for a meeting where the Norwegian State Education Fund will explain our need in more detail. Then tenderers are asked to book times for 1-1 meetings where the tenderers will be able to demonstrate their systems. Tenderers who register their interest will be sent a form to book time between 10-16 7 April and 09-16 8 April.
Internal identifier : 397

3.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79512000 Call centre
Additional classification ( cpv ): 79510000 Telephone-answering services
Additional classification ( cpv ): 79500000 Office-support services
Additional classification ( cpv ): 79000000 Business services: law, marketing, consulting, recruitment, printing and security
Additional classification ( cpv ): 72300000 Data services
Additional classification ( cpv ): 72000000 IT services: consulting, software development, Internet and support
Additional classification ( cpv ): 32524000 Telecommunications system
Additional classification ( cpv ): 32542000 Switchboard panels
Additional classification ( cpv ): 64000000 Postal and telecommunications services

3.1.2 Place of performance

Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway

3.1.6 Procurement documents

Access to certain procurement documents is restricted
Information about restricted documents is available at : https://app.artifik.no/procurements/397 ,

3.1.9 Further information, mediation and review

Review organisation : Oslo tingrett -

8. Organisations

8.1 ORG-0001

Official name : Lånekassen
Registration number : 960885406
Postal address : Postboks 191 - Økern
Town : OSLO
Postcode : 0510
Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway
Contact point : Marte Drageset
Telephone : +47 41482230
Internet address : https://lanekassen.no/
Buyer profile : https://lanekassen.no/
Roles of this organisation :
Buyer

8.1 ORG-0002

Official name : Oslo tingrett
Registration number : 926725939
Postal address : Postboks 2106 Vika
Town : Oslo
Postcode : 0125
Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway
Telephone : +47 22035200
Roles of this organisation :
Review organisation

8.1 ORG-0003

Official name : Artifik AS
Registration number : 925364967
Postal address : Stortingsgata 12
Town : Oslo
Postcode : 0161
Country subdivision (NUTS) : Oslo ( NO081 )
Country : Norway
Telephone : +47 46630107
Internet address : https://artifik.no
Roles of this organisation :
Procurement service provider
Notice information
Notice identifier/version : fff539e2-c4e5-4392-8782-f1e500b1802c - 01
Form type : Planning
Notice type : Prior information notice or a periodic indicative notice used only for information
Notice dispatch date : 24/03/2025 14:18 +00:00
Languages in which this notice is officially available : English
Notice publication number : 00193538-2025
OJ S issue number : 60/2025
Publication date : 26/03/2025
Estimated date of publication of a contract notice within this procedure : 05/05/2025