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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, implementation and maintenance of a Multimedia Contact Centre system with a Voice Logger and is being availed on an open tender basis to companies or organisations (hereinafter referred to as “the respondent(s)”) which are developers and vendors of Multimedia Contact Contact Centre Systems with Voice Loggers and have ownership of the various proprietary rights attaching thereto and are interested in submitting a response. 1. 2 Objective of the Expression of Interest (EOI) The objective of the EOI is to shortlist vendors who would later be invited to submit detailed responses for the supply, implementation and maintenance of a Contact Centre System with a Voice Logger that supports KCB Group Customers. The Multimedia Contact Centre system with Voice logger being sought by the Bank is expected to assist the Bank to increase overall productivity in service delivery, by achieving the following objectives: To improve Customer access and choice while lowering the cost of service. (Offer full Multimedia functionalities – Email, Telephony, SMS, Web chat, Fax, scanned documents and voicemail) • To handle majority of simple customer interactions by use of dedicated, well-trained, frontline staff. • To stem the customer traffic that would otherwise need to contact the branch about a service issue/complaint. • To objectively measure the performance of our service network. Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 5 of 18 7/10/2008 • To create a database of customer feedback and reports on products and services. To provide consistent responses and improved quality of information, this leads to higher customer satisfaction. • To reduce the customer frustration as inquiries will be handled professionally reducing the common problem of caller run-around. • To analyse calls to the Contact Centre this will prevent problems by allowing early identification of customer service trouble spots and problem issues. • To activate outbound Contact Centres to be used to generate sales or run promotional or awareness campaigns. 1. 3 Format of EOI response and instructions to bidders The overall summary information regarding the Contact Centre System is given in section 1. 2 - Objective of the Expression of Interest (EOI). The respondent shall include in their response any additional services or items considered necessary for the successful completion of the project. Responses to the EOI from respondents should be submitted in a common sealed envelope, marked EXPRESSION OF INTEREST FOR THE SUPPLY, IMPLEMENTATION AND MAINTENANCE OF A CONTACT CENTRE SYSTEM DO NOT OPEN BEFORE 8th AUGUST 2008, 3 pm. Bidders should provide one (1) hard copy and one (1) electronic (soft) copy on CD of the response to the EOI. Responses to Section 5 - INFORMATION REQUIRED should also be submitted in both hard and soft copy on CD. 1. 3. 1. The response to the EOI should contain the following: a. Profile of the firm as outlined in Section 5. 1 b. List of Channels offered by your organisation as outlined in section 5. 2. c. List of reference sites as outlined in section 5. 3. 3. d. Copies of the last three years audited financial statements e. Copy of the certificate of incorporation f. Product brochures (technical and user) 1. 3. 2. The response documents shall be addressed to Head of Procurement Kenya Commercial Bank Limited Kencom House 5th Floor Moi Avenue P. O. Box 48400-00100 GPO Nairobi, Kenya, Tel +254 20 3270000 Fax +254 20 240977 Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 6 of 18 7/10/2008 Please note that responses received by facsimile or electronic mail will be rejected. 1. 3. 3. The Bank reserves the right to accept or to reject any response, and to annul the process and reject all responses at any time prior to the award of the contract, without thereby incurring any liability to any respondent or any obligation to inform the respondent of the grounds for its action. 1. 3. 4. Cost of responding The respondent shall bear all costs associated with the preparation and submission of its response, and the Bank will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the responding process. 1. 3. 5. Clarification of Response Document All correspondence related to the contract shall be made in English and in writing. Any clarification sought by the respondent in respect of the project shall be addressed at least ten (10) days before the deadline for submission of responses, in writing, to the Head of Procurement. Please note that enquires made by telephone will be rejected. The queries and replies thereto shall then be circulated to all other prospective respondents (without divulging the name of the respondent raising the queries) in the form of an addendum, which shall be acknowledged in writing by the prospective respondents. Enquiries for clarifications should be sent by e-mail to [email protected] co. ke. 1. 3. 6. Amendment of EOI Document At any time prior to the deadline for submission of responses, the Bank, for any reason, whether at its own initiative or in response to a clarification requested by a prospective respondent, may modify the EOI documents by amendment. All prospective respondents that have received the EOI documents will be notified of the amendment in writing, and it will be binding on them. It is therefore important that respondents give the correct details in the format given on page 2 at the time of collecting/receiving the EOI document. To allow prospective respondents reasonable time to take any amendments into account in preparing their responses, the Bank may at its sole discretion extend the deadline for the submission of responses based on the nature of the amendments. Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 7 of 18 7/10/2008 1. 3. 7. Deadline for the submission of responses Responses should be addressed to the Head of Procurement and received on or before 8th August 2008, 15:00 hours (3:00pm) East African Time (in Nairobi) Responses sent by mail should reach the Head of Procurement by the same deadline. Responses received after the above-specified date and time shall not be considered. Any response received by the Bank after this deadline will be rejected. 1. 3. 8. Responsiveness of responses The responsiveness of the responses to the requirements of this EOI will be determined. A responsive response is deemed to contain all documents or information specifically called for in this EOI document. A response determined not responsive will be rejected by the Bank and may not subsequently be made responsive by the respondent by correction of the non-conforming item(s). 2 THE BANK’S OPERATING ENVIRONMENT 2. 1 Profile The Kenya Commercial Bank Group is one of the leading institutions in the banking and financial sector in the region. As a player in the global financial market, the group maintains working arrangements with correspondent banks throughout the world. Broadly, the Bank offers the following services among others: • Retail banking that encompasses personal and business banking; and • Corporate banking that provides treasury and corporate banking. 2. 2 The Bank’s vision The Bank’s vision is ‘to be the best bank in the region’. 2. 3 The Bank’s mission The Bank’s mission is ‘to consistently deliver financial products and services in the interest of all our stakeholders through best business practice in the dynamic markets in which we operate’. Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 8 of 18 7/10/2008 3 CURRENT IT ARCHITECTURE 3. 1 Existing Communication Infrastructure and Network environment 3. 1. 1 Overview and description of the Wide Area Network The Bank network consists of a main data centre located at Kencom house (primary data center) and a backup disaster recovery site (DRS) at Gigiri both in Nairobi. All remote VSAT sites and Branches in Nairobi connect in a star- topology to each of the main data centre in Kencom and Gigiri DRS. Up country tail branches are linked via digital leased lines (Digital Leased Line) and wireless over frame-relay to their regional Hubs. The regional hubs connect to the Main Data centre via Digital Leased Line and via wireless frame relay links to the DRS. Cisco series 2800 and 3845 are used in the network for WAN connectivity. There are dual server farm aggregation Cisco 6500 switches at the main data centre. Critical systems connect to dual LANs, which connect into these switches. The main data centre and the DRS are interlinked via two 256kbps digital and wireless links, and high speed Optical Fiber connectivity on Ethernet providing full redundancy 3. 1. 2 Voice Communication Environment A summary of the Voice network is as follows: • Each of KCB branches has voice services running off the Cisco Call Manager 6. 0 at Kencom House with remote site survivability implemented on branch routers. This is the standard installation in most branches including Juba in Southern Sudan. Card Center and Savings and Loan units (all in Nairobi) are on Call Manager Express installation Cisco 2851 routers. ISDN lines are used to call in and out at the major sites i. e. Kencom House, Sarit center and Savings and Loan head office. Normal trunk lines are used in the branches. In addition, E1 lines are used at Kencom to provide services through the two GSM providers – Celtel and Safaricom The bank also has Cisco Call Manager cluster ver 4. 1 at Mombasa. Ten branches in coast region operate from this system. There is another Call Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 9 of 18 7/10/2008 Manager Cluster ver 6. 1 at Kampala that provides services to KCB branches in Uganda. • Centralized voice services are not currently available in Tanzania and Southern Sudan. 3. 2 Technical architecture The current technical architecture is as set out in the following table: Technology Current technical environment Server operating system • Linux • Windows NT, 2000, 2003 Client operating system • Window 98, NT, 2000, XP Database • Oracle 8i, 9i, 10g, 11i • MS SQL Server 2000 enterprise edition • Foxpro Server hardware • NCR Main Frame • HP Proliant ML350 and ML 570 • NCR Server Workstation • PC PIII 128 MB RAM and higher Communications • Star topology • Communications protocol – TCP/IP asynchronous • Communications infrastructure: VSAT, Wireless (Radio), Lease Lines, Dialup, Fibre Optic cable • Between : 9. 6kps analog to 512 kbps fibre optic Internet Browser • Microsoft Internet Explorer 6. 0 Mail Server • Exchange 2003 Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 10 of 18 7/10/2008 4 VENDOR RESPONSE 4. 1 Selection criteria Responses will be evaluated in a comprehensive manner against a range of criteria, based on information gathered through the Expression of Interest. Some of the evaluation criteria to be considered are: • Design of the proposed solution, including modularity and open architecture and the ease with which the proposed system can be delivered; • Proven implementation ability of the supplier organisation in delivering similar solutions; • The vendor’s ability to provide implementation and ongoing support to the Banks operations; • Quality of resources such as staff and • Financial capability. This list is not exhaustive. The decision making process is confidential and non negotiable. During the evaluation process, the Bank may request clarification of responses from suppliers. INFORMATION REQUIRED This section sets out the minimum information the vendor is requested to provide under the following headings: • Vendor profile • Channels offered • Personnel profile • Vendor support services Vendors should complete in the defined format. Vendors are encouraged to provide brochures to support the information provided. 5. 1 Vendor profile Please specify the following: No Description Response 1. Name of organisation (full corporate name and any relevant business name(s)) 2. Date of incorporation (dd/mm/yyyy) 3. Certificate of incorporation number (please provide a copy of your incorporation certificate) 4. Postal address Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 11 of 18 7/10/2008 No Description Response 5. Tel number 6. Fax number 7. E-mail address 8. Location of registered office including street/road 9. Name and address of main vendor contact person including name, current position/title, address, telephone, fax and e-mail address 10. Name and address of bankers 11. Name and address of insurers 12. Brief description of business 13. Key offices and their locations a. b. c. d. e. 14. Global rating by renowned rating agencies (Provide evidence of the rating) 15. Benchmarks of Contact Centre systems by an independent organisation (Provide evidence of the benchmark documentation) 16. Number of professional staff • management • development/technical •sales • consulting • support 17. Number of your professional staff with more than 5 consecutive years’ experience in Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 12 of 18 7/10/2008 No Description Response • management • development/technical •sales • consulting • support 18. Specify partners with whom you have strategic alliances in the following areas and also specify dates of commencement of the relationship. (Provide evidence of the relationship) • Software • Hardware • Communications 19. Name of the relevant software 20. Number of live sites globally 21. Number of live sites in Africa 22. Number of live sites in Kenya 23. Total number of successful implementation sites globally1 24. What is the current version of your Multimedia Contact Centre and Voice Logger application 25. Date the current version of your application was released 26. How many versions of your software were released over the past 5 years 27. Total number of live sites running the current version 28. Total number of versions currently being supported List the versions currently being supported a) b) c) d) 1 A site should be a single facility consisting of computers and networks where the software and databases are installed and operating independently Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 13 of 18 7/10/2008 No Description Response e) 29. Do you have full ownership of the source code? (Yes/No) 30. What escrow arrangement do you have for the source code? 31. Specify the market for which the system was originally written 32. The year the software was first developed 33. The year your software was first commercially available 34. Provide a brief history of the development of the system 35. Provide a brief description of the current version 36. List the various hardware platforms your application runs on a) b) c) d) e) f) 37. List the databases your application runs on a) b) c) d) e) f) 38. List the operating systems supported by your pplication a) b) c) d) e) Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 14 of 18 7/10/2008 No Description Response f) 39. Describe the product architecture. 40. Describe the product development tool. 41. Specify the total number of banks you have implemented your application 42. Name and location of the largest installation site in terms of number of users Give number of users 43. Name and location of the largest installation site in terms of number of Agents seats Give number of accounts 44. Does your product interface with any of the following systems (Yes or No) • Core banking systems(indicate which) Telephone banking Fixed Line Wireless (mobile) Wireless (hand-held devices) • Customer Relationship Management (CRM) • Internet Banking • Mobile banking(SMS) 45. Which of the following is in your software offering (Yes or No) • Telephone Fixed Line Wireless (mobile) Wireless (hand-held devices) • SMS • FAX • EMAIL • Customer Relationship Management (CRM) 5. 1. 1. 1 Directors details Please provide the following details for all directors of your organisation: Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 15 of 18 7/10/2008 Name Nationality Citizenship Shares held 1. 2. 3. 4. 5. 2 Channels offered 5. 2. Delivery channels supported Please indicate if this is your product or it is a third party product. Delivery channel Product supporting i. Voice calls – Land line and wireless/GSM ii. Voice mail, iii. Email, iv. Web chat, v. Fax, vi. Sms, vii. Posted or scanned documents viii. Blended outbound calling application ix. Customer Relationship Management (CRM) 5. 3 Personnel profile 5. 3. 1. 1 Human resources • Provide the organization structure of your firm and summarize the number of employees in each department or function • Provide the resource structure for implementation and support of solution required 5. 3. 2 Vendor support services Please provide the following: Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 16 of 18 7/10/2008 Training Details of training offered Location of training Implementation support Specify nature of support offered globally Location Office name, location, telephone, key contact name Nature of support Specify nature of support available in Africa Location Office name, location, telephone, key contact name Nature of support Specify nature of support available in Kenya Location Office name, location, telephone, key contact name Nature of support Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 17 of 18 7/10/2008 Support required for key user staff Help line facility Brief description of facility Problem handling channels Average response time for support activities Specify ability to provide user support in multiple languages 5. 3. 3 User and reference sites Please provide the following information related to at least five (5) banking institutions where your system has been successfully implemented. 1. Name of banking institution 2. Name and address of contact person including name, current position/title, address, telephone, fax and e-mail address. 3. Country of incorporation 4. Location of the headquarters 5. Number of Contact Centre Agents 6. Annual turnover during period of implementation (US$) 7. Brief description of project undertaken 8. Project duration 9. Date of implementation including start and end dates 10. Modules implemented a) b) c) d) e) f) g) h) Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 18 of 18 7/10/2008 i) j) 11. Number of professional staff provided by your firm 12. Did your product interface with any of the following Channels (Please indicate if this is your product or it is a third party product). i. Voice calls, ii. Voice mail, iii. Email, iv. Web chat, v. Fax, vi. Sms, vii. Posted or scanned documents viii. Blended outbound calling application ix. Customer Relationship Management (CRM)
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