Pest Analysis on Cocacola

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Commercial-In-Confidence EOI – MUltiMedia Contact Centre System with Voice Logger 7/10/2008 KENYA COMMERCIAL BANK LIMITED EXPRESSION OF INTEREST (EOI) FOR THE SUPPLY, IMPLEMENTATION AND MAINTENANCE OF A MULTIMEDIA CONTACT CENTRE SYSTEM WITH VOICE LOGGER Release Date: 11th July 2008 Last date for receipt of responses: 8th August 2008, 15:00 hours (3pm) East African Time (in Nairobi) Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 2 of 18 7/10/2008 Expression of Interest for the supply, implementation and maintenance of a Multimedia Contact Centre system with a Voice Logger ISSUE OF THE EXPRESSION OF INTEREST DOCUMENT to prospective respondents This form is to be completed by persons collecting the tender document from Kenya Commercial Bank Ltd premises. For those downloading the document from the Bank’s corporate website, this page is to be completed and faxed immediately to fax number +254 20 240977 or a scanned copy e-mailed to [email protected] co. ke . Firms that do not register their interest in this manner may not be sent the EOI addenda should any arise. Name of Person: ______________________________________ Organization Name :__________________________________ Address :_____________________________________________ Tel No: _______________________________________ Fax No:_______________________________________ Email Address:_______________________________________ Signature:___________________________________________ Date:_______________________________________________ Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 3 of 18 7/10/2008 TABLE OF CONTENTS EXPRESSION OF INTEREST (EOI) FOR THE SUPPLY, IMPLEMENTATION AND MAINTENANCE OF A MULTIMEDIA CONTACT CENTRE SYSTEM WITH VOICE LOGGER …………………………………………………………………………………………………………. 1 1 GENERAL INFORMATION ………………………………………………………………………….. 4 1. 1 Introduction …………………………………………………………………………………………. 4 1. 2 Objective of the Expression of Interest (EOI) …………………………………………… 4 1. 3 Format of EOI response and instructions to bidders…………………………………. 2 THE BANK’S OPERATING ENVIRONMENT …………………………………………………. 7 2. 1 Profile …………………………………………………………………………………………………. 7 2. 2 The Bank’s vision …………………………………………………………………………………. 7 2. 3 The Bank’s mission ………………………………………………………………………………. 7 3 CURRENT IT ARCHITECTURE ……………………………………………………………………. 3. 1 Existing Communication Infrastructure and Network environment …………….. 8 3. 2 Technical architecture …………………………………………………………………………… 9 4 VENDOR RESPONSE ……………………………………………………………………………….. 10 4. 1 Selection criteria ………………………………………………………………………………… 10 5 INFORMATION REQUIRED ……………………………………………………………………….. 0 5. 1 Vendor profile …………………………………………………………………………………….. 10 5. 2 Channels offered………………………………………………………………………………… 15 5. 3 Personnel profile ………………………………………………………………………………… 15 Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 4 of 18 7/10/2008 1 GENERAL INFORMATION 1. 1 Introduction Kenya Commercial Bank Limited (hereinafter referred to as “the Bank”) is a leading commercial banking group in the East African region, renowned for its diversity and growth potential. The Bank has four subsidiary companies – KCB (Tanzania) based in Tanzania, which consists of a head office and five branches, KCB (Uganda) based in Uganda, which consists of a head office and three branches, Savings & Loan Kenya Limited, which is based in Kenya and specializes in mortgage products, and KCB Sudan based in Southern Sudan with two branches and offers banking services. The Bank’s vision is to be the best bank in the region. To support the Bank’s vision and in line with the current market trends, the Bank plans to implement a Multimedia Contact Centre with Voice Logger This document constitutes the formal Request for Expression of Interest (EOI) for the supply,

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