CLARIFICATION MEETING FOR CORP4923 Contact Centre Telephony System Solution Implementation Clarification meeting date: 17 September 2019 Tender Closing date: 03 October 2019
Commercial clarification Eskom Representative : Violet Beetha Email : BeethaVM@eskom.co.za Landline : 011 800 3012 Clarification meeting date : 17 September 2019 Tender Closing date and Time : 03 October 2019 No late submissions will be accepted under any circumstances – not even by a second Tender Price : Free of charge 2
Agenda Welcoming of Attendance Violet Beetha 2 Minutes Evacuation Procedures Violet Beetha 3 Minutes Introduction of Eskom Representatives All 5 Minutes and Suppliers’ register Commercial Information Violet Beetha 10 Minutes Technical Information and scope Kevin von Berg 30 Minutes Quality Requirements Sipho Sambo 10 Minutes SD&L Requirements Rojane Qacha 10 Minutes SHE Requirement Pumeza Mabunda 10 Minutes Closure Violet Beetha 5 Minutes 3
Commercial clarification • Confirmation of tender document on the Tender Bulletin • 1. Tender Information • 2. Eskom Conditions of Purchase • 3. Supplier contract or Supplier License • 4. Technical and detail scope of work • 5. Pricing Information • 6. SHEQ Requirement • 7. SD&L Requirement • 8. Quality Requirement 4
Technical Requirements Eskom Representative : Kevin von Berg 5
Technical information and Scope Contact Centre Environment: 1. Customer Service Contact Centre (Distribution Division (Dx)) Alignment with Dx 1+1 Contact Centre project (7 sites rationalising to 2 sites) Shared Services Contact Centre (SSCC) – Human Resources and 2. Finance Contact Centre 3. Eskom Real Estate (ERE) Contact Centre 4. Eskom Finance Company (EFC) (Recording only) Control Environment: • Network Management Centres (Distribution Division) • Resource Management Centres (Distribution Division) • Voice Recording 6
Contact Centre Environment: Technical Requirements 1. To be deployed in a 1+1 setup with primary site in Gauteng (Site 1) and the other site in kwaZulu-Natal (Site 2). 2. Site 1 and Site 2 will be production sites both operational at the same time.( ratio 70:30) 3. This to be deployed in high availability (continuously operational). 4. Each site will be a failover site for the other one. 5. System should accommodate for +/- 1000 agents handling around 500 000 calls per month, with peak staffing at +/- 300 agents. 6. Eskom currently uses Primary Rate Interface (PRI) technology but accommodation for Session Initiation Protocol (SIP) with Session Border Controller (SBC) should be included. 7. Agents sitting at any of the Eskom regional sites should be able to connect to the telephony system via the Eskom Wide Area Network (WAN) and make and receive calls. 8. The ERE and SSCC ring-fenced contact centres are based at Megawatt Park and Lobedu House. EFC is located at Megawatt Park. 9. All three contact centre domains will have a logical separation on the telephony system whereby parties do not have access to the other’s operations, including call routing, queue management, allocation of skills, granting of restricted access from a user profile perspective and recordings. Customer access to each of the ring-fenced contact centres is governed by the trigger numbers. 10. Full Computer-Telephony Integration (CTI) between the Telephony solution, Recording solution and CRM system (Kana for Customer Service, SAP for SSCC and SAP For ERE) – Refer to (BRS 10 and 24). 11. IP recorders for Site 1 and Site 2 – used for Dx Customer Service Contact Centre, SSCC, ERE Contact Centre and EFC. 12. 24/7 Fully supported system (2nd and 3rd line support). 7
Control Environment: Technical Requirements 1. Analogue Recording at each NMC/RMC, i.e. Bloemfontein, Simmerpan, Duvha Power Station, Witbank, Mkondeni (Pietermaritzburg), Sunilaws (East London) and Bellville. 2. IP Recording also required as each RMC Dispatcher has a unique Cisco telephone number that can be used to make calls (especially during, but not limited to DR scenarios) 3. NMC Disaster Recovery sites at Eskom College (Midrand) and Kimberley 4. 24/7 Fully supported system (2nd and 3rd line support). 8
NMC & RMC Sizing Maximum RMC Maximum NMC Distribution Total NMC Staff Total RMC Staff consoles utilized consoles utilized Operating Unit complement complement during session during session shift shift KWAZULU NATAL 36 9 48 17 EASTERN CAPE 30 6 32 10 WESTERN CAPE 25 8 21 6 FREE STATE 36 8 25 6 GAUTENG 39 9 44 12 MPUMALANGA 46 11 34 12 LIMPOPO - - 35 9 TOTALS 212 51 239 72 9
NMC & RMC Site location and DR Distribution NMC & RMC NMC Disaster NMC Sites RMC @ RMC Disaster Recovery Site Operating Sites Recovery Site Unit Same site Any Office with Telkom & Cisco KZN Y Eskom College phone Any Office with Telkom & Cisco EC Y Eskom College phone NW Any Office with Telkom & Cisco Y Eskom College phone GOU WC Any Office with Telkom & Cisco Y Eskom College phone NC Any Office with Telkom & Cisco FS Y Kimberley phone Any Office with Telkom & Cisco MP Y phone Y Eskom College Any Office with Telkom & Cisco LIM Y phone 10
Technical Requirements Omni Channel Contact Centre Landscape KANA CC&B TSAPI XAI I nbound Voice (Verint CRM) (Billing) TSAPI NEW Telephony System Iex connector Instant IM SAP Hyperwave Messaging Document retrieval (CRM) (EDM) Case retrieval Web Totalview Case retrieval Chat (WFM) I P NEW NEW Quality Recorders SMS Storage Management (audio) IP archive QA retrieval Cisco NEW Screen (EFC) Recording Reporting Social Media Power BI Dx NMC/RMC Dx NMC/RMC analogue (Coltron, (Coltron) Telkom, analogue Cisco) Management DR Consoles / (Telkom, Dashboards Cisco) 11
Contact Centres Business Requirements Summary 1. Automatic call distribution with skills based routing and agile call routing ability (able to change routing easily) for different service types and seven languages; with the ability to easily record and place announcements at any part of the call queue. Also give the customer facility to leave voicemails (not limited to this though, new tech must be incl .. i.e. virtual hold); 2. Multimedia call blending, enabling agents to service voice and multimedia contacts seamlessly and simultaneously in a blended fashion; 3. Automated routing and responses based on content analysis templates and backend integration; 4. Route multimedia messages and social media contacts to skilled agents and ability to integrate back with either Social Media handles or CRM; 5. Knowledge-assisted channels and self help; active conversion of mobile telephony based customers to self-help channels and flexible multi-channel self-service solution. 6. Service rating automation, post call. 7. Import historical data from the current Avaya CMS system. 8. Reporting across all channels with cradle to grave reporting for telephony, social media and self-service channels. Agent and supervisor on-screen dashboards real time and historical displays with pro-active alerts for supervisors. Scorecard development ability. CRM integration and Workforce management (as well as “other” system’s) integration. 9. 10. Quality assessments such as live contact assessments, tools (incl automation) available in all agent driven channels. 11. Voice and screen recording ability with easy playback of recordings and archiving of older contacts to integrate with CRM (reference numbers). 12. Automated outbound campaigns. 13. Voice recording with redundancy to replace current legacy recorders, these include radio recordings (RMC) archiving of recordings. 14. Web based call recording management. 12
ERE Contact Centre • ERE call centre based at Eskom Megawatt Park. • Comprises of 3 agents and 1 supervisor • Servicing internal Eskom staff and contractors. • Customer enquiries logged via the following channels: • Call the agent using 011 800 4441, • Email – EREhelpdesk@eskom.co.za, • Zenzele self-help • Using the Avaya telephony (existing) and SAP CRM solutions 13
ERE Contact Centre Full integration with SAP Service rating automation & CRM results linked to SAP CRM -call customer survey Capability to answer call and call back customer either via SAP CRM/ telephony. Contact Centre Agent & supervisor on-screen dashboard & drill-down capability Telephony system Auto detect agents availability Text to Speech capability Provide multi-channel solution Capability to record message Ability to mine historical data e.g. legacy Avaya data Reporting and scorecards Ability to reroute the call 14
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