Contact Center Operation, Software Maintenance_1182026

Operation and software maintenance of the Contact Center in the named buildings of the Magyar Nemzeti Bank (Supervisory Center and Money Museum, and Logistics Center): redundant Mitel (formerly Unify) OpenScape 4000 telephone exchange and associated telecommunication systems (CAROL) integrated multimedia contact center and communication management solution, including the statistical data collection and transmission system, OpenScape SoftPhone application, IVR, call recording) operation and support, with manufacturer support throughout the entire period, manufacturer software maintenance (license maintenance) for CAROL Contact Center, telephone exchange, SoftPhone and call recording (DSR) applications, as well as performance of ad-hoc modification tasks. Operation and support of SoliDEyes customer queuing and information systems installed at the personal Customer Service in the Supervisory Center and Money Museum building of the Magyar Nemzeti Bank (1 customer queuing totem, 2 Samsung, 1 LG signage LED display, 7 counter displays), with manufacturer support throughout the entire period, manufacturer software maintenance (license maintenance) for the Customer Queuing (SoliDEyes) application, as well as performance of ad-hoc modification tasks. Optional items: - 2 operator licenses (CAROL application) for handling incoming multimedia interactions (phone, email, web-chat, voice message, callback request). - 2 IVR channel licenses (IVR system). - 5 OpenScape CP400 IP devices or their equivalent type, which can be operated with the existing telephone exchange without any reduction in additional components and services. - 5 OpenStage SoftPhone licenses (MITEL-UNIFY exchange). - 2 passive IP voice channel licenses. - 1 LCD/LED counter display. - 200 hours of ad-hoc work. The option does not exceed 30% of the procurement value. Further information can be found in the Public Procurement documents.