Customer Interaction Management
Item Details:
- Organisation: European Union
- Reference Number: AO/022/20
- Published: 29/06/2021
- Deadline: 29/07/2021 at 13:00 hours
- Time zone: Local time
- Street: Avenida de Europa, 4
- City: Alicante
- Country: Spain
- Zip/Postal Code: 03008
- Expires: This ad has expired
Item Description:
The European Union Intellectual Property Office (EUIPO), (referred to below as ‘the Office’), is planning to award three (3) framework contracts with both cascade and reopening mechanisms resulting from the above procurement procedure. The scope and objectives, duration and estimated volume are further detailed in the procurement documents that consist of the following annexes:
- Annex I: Tender specifications
- Annex II: Technical specifications
- Annex III: Draft Framework Contract and General Terms and Conditions of the Office
- Annex IV: Standard Submission Form
- Annex V: Service Level Agreement
- Guidebook for tenderers
All documentation and information concerning this invitation to tender are available in the attached ZIP File.
Description of the procurement:
The purpose of the contracts is manage customer related core and support services in the following areas:
Front office services:
- contact services;
- proactive customer campaigns services.
Back office services:
- customer processes management;
- organisational optimisation services.
Out of scope:
- communication with Institutional organisations;
- general communication campaigns targeting staff and general public;
- consultancy services;
- surveys in the fields of Market studies related to customers;
- customer satisfaction surveys that would imply a conflict e.g. customer satisfaction survey that enquire about the satisfaction of customer with the service provided by the contractor;
- observatory survey and polls that have a bigger spectrum;
- any similar area covered by another contract signed before this one.
The Office intends to conclude multiple framework contracts for customer interactions management to manage customer related core and support services.
Download all available documents in: [ZIP] 
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