Call for Submission of Bid for the Provision of Call Center.

Reference:……../02/IT/CEO/2022 22nd February, 2022
All Bidders
Re: Invitation to Bid.

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Prime Insurance Ltd would like to call for submission of bid for the provision of call center.
For submission of the bid, all qualified bidders must comply with the following terms:
1. Bid submission form duly signed by the Managing Director as designated on the Trade Certificate License (In addition if different Managing Director, Board minutes and power of attorney to confirm the names of the new Managing Director) well printed and properly organized.
2. Copy of Trading license in the names of the bidding company from Rwanda Development Board “RDB”
3. Original or a certified copy of Rwanda Social Security Board “RSSB”
Certificate in the names of the bidding company
1. Copy of the tax clearance certificate or a statement of arrears from Rwanda Revenue Authority in the names of the bidding company
2. Pay non-refundable fee of ten thousand (10,000) Rwandan francs to the Prime Insurance Ltd account opened at COGEBANQUE 130-1000004-37.
Service to be rendered
• Installation of Call Center module in the latest Asterisk based system
• Configuration of Call Center Agents accounts in the system
• Integration of the Call Center system with the existing corporate telephone system
• Implementation of the call flow in the system according to client request.
• Integration with the Call Center system with local ISP (AIRTEL,MTN)
• Integration of the Call center system with the built in CRM in Elastix
• Training of Agents on how to use the system
Areas of implementation:
1. The project will provide a system that will allow quick response on calls from the public to PRIME call Center. The system will have features but not limited to filing data/documents, recording, storing and retrieval of voice, analysing, generating reports, and auditing.
2. The implementation of the project will also focus on the design of call processing application.
Solution to be provided by Service Provider
• provide a system that allows live monitoring, listen-in, call take-over, call transfer, queue management and conferencing;
• provide a system that supports Voice of Internet Protocol (VoIP); therefore integration with the existing PBX
• provide a system that supports Interactive Voice Response (IVR);
• provide a system that allows Intelligent call routing;
• provide an optimized system.
Expected results:
A well-developed system fulfils the following requirements: Scalability; Upgradability; Optimizability; Interoperability; Secured and Links;
Service Provider will setup call center using application containing following features:
1. Caller Identification by his/her number or Prime policy number;
2. Caller history and related incidents;
3. Nature of call ;
4. Description, place and time of call;
5. Action taken by the agent;
6. Status of the incident;
7. User grouping;
8. Reporting;
9. Escalation and notifications;
10. Secure browsing (valid SSL certificate).
Service Provider will setup call center using Phone system features containing following features (call processing):
1. Caller Automatic Number Location Identification;
2. Simultaneous inbounds calls from telecom companies.
3. Call routing (PRIME to Police and vice versa);
4. Intelligent Call Routing
5. Call Conferencing;
6. Call queue management;
7. Live monitoring of operators and calls;
8. Interactive Voice Response add-on;
9. Call recording
10. Conference center with virtual rooms
11. Voicemail
12. SIP support,
13. Voicemail-to-Email functionality
14. 120 simultaneous calls support (120 per )
15. Supported codecs: ADPCM, G.711 (A-Law & μ-Law), G.722, G.723.1 (pass through), G.726, G.728, G.729, GSM, iLBC (optional) among others.
16. Flexible and configurable IVR
17. Support for analog interfaces as FXS/FXO (PSTN/POTS)
18. Voice synthesis support
19. Support for digital interfaces (E1/T1/J1) through PRI/BRI/R2 protocols
20. Caller ID
21. Integrated echo canceller by software
22. Multiple trunk support
23. Incoming and outgoing routes with support for dial pattern matching
24. Support for follow-me
25. Support for ring groups
26. Support for paging and intercom
27. Support for time conditions
28. Call parking
29. Support for PIN sets
30. Call detail record (CDR) report
31. Billing and consumption report
32. Call-back support
33. Channel usage reports
34. Support for call queues
35. VoIP Provider configuration

Submission of tender
All inquiries and requests for clarification regarding this invitation should be addressed via email to: ITCGeneral@prime.rw before the 01st March 2022, whereas, the Technical and Financial proposals should be submitted physically at Prime Insurance Ltd Head Office in a sealed envelope with one original and one copy no later than this 03rd March 2022 at 5PM Kigali Time.
The bids shall remain valid for a period of 120 days starting from the submission deadline mentioned in this letter.
Responding bidders are advised that this solicitation does not in any way obligate Prime to make a contract award or compensate the responding firms for any costs associated with the preparation and submission of their proposals.
Sincerely yours,
Chief Executive Officer