Procurement of Subscription Service for Genesys Cloud Omnichannel Contact Center Software Licenses or Equivalent

The Superintendencia de Banca, Seguros y AFP (SBS) in Lima, Peru, is seeking to procure a subscription service for Genesys Cloud omnichannel contact center software licenses or an equivalent solution. This public tender, identified as CP-SM-9-2022-SBS-1, falls under the 'Concurso Público' (Public Competition) procurement method. The objective is to acquire advanced software solutions that will enhance the SBS's contact center capabilities. This includes enabling seamless communication across multiple channels (omnichannel), improving customer service efficiency, and potentially integrating with existing systems. The chosen software is expected to support features such as call routing, interactive voice response (IVR), agent desktop tools, reporting, and analytics. The subscription model implies ongoing access to the software and its updates, ensuring the SBS benefits from the latest technological advancements in contact center management. This procurement is crucial for the SBS to maintain and improve its operational effectiveness in serving its stakeholders and overseeing the banking, insurance, and AFP sectors in Peru.

This is a services contract in the information and communication technology and finance and banking sectors, with a focus on Software and Cloud Services. Located in Peru, Latin America, this opportunity is open to firms and consortiums, with an estimated budget of PEN 3.3 million.

Published through Peru SEACE, a national government procurement portal. Public procurement tenders follow the country's national bidding regulations and may have specific eligibility and documentation requirements for services in the information and communication technology sector. Service contracts are typically evaluated on both technical quality and price, and may require bidders to demonstrate relevant experience and qualified personnel. This contract has already been awarded. The information is published for transparency and market intelligence purposes.