SSCON6947 - Provision of a Conversation Platform that will provide Email, Webchat, Messaging and Chatbots etc
- Published
- 20 May 2025
- Estimated value
- €0
- Place of performance
- IE061
- Procedure
- Negotiated procedure
- Lots
- 1
- Notice number
- 00324767-2025
- Reference
- 7ec9966f-0855-4f92-8b4c-31ef203a715d
- Official source
- Official source
CPV codes
- 72000000Servicios TI: consultoría, desarrollo de software, Internet y apoyo
Description
The Contracting Entity intends to procure a Conversation Platform (ref. number SSCON6947) that will handle customer queries via our digital channels including Email, Webchat, Messaging and Chatbots etc. It is proposed that the Contract will provide a cloud-based application that can be deployed across our digital assets including, but not limited to Websites and Mobile and Web Applications in line with ESB IT policies. This will be across all jurisdictions we serve, including the Republic of Ireland for Residential and Business, Northern Ireland and Great Britain. The functionality should include (but not limited to): four or more separate accounts that can be managed independently from each other, the solution should have differentiated administration rights for agents and managers and across separate instances or accounts, intelligent routing of emails, chats, and messages based on Electric Irelands requirements, real time and historic reporting, ability to log support calls 24/7 x 365 and integration with the CRM System (SAP), ESB's Website and Customer Portal, Microsoft Exchange and our App.
Awards
| Awarded to | Amount | Date |
|---|---|---|
| EdgeTier | €864,000 | — |
Official publications
- TED · 00324767-2025 · 20 May 2025
- OJS · 96/2025 · 20 May 2025
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Frequently asked questions
- What is the estimated value of this tender?
- The estimated value published by the buyer is €0.
- Who is the buyer of this tender?
- The contracting authority is Electricity Supply Board ( ESB ) (European Union).
- How can I bid for public tenders in European Union?
- Bids are submitted through the official procurement portal of European Union. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.
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