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: Á.10,000.00
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ALTERNATE CHANNELS & NEW INITIATIVE DEPT.,
Central Office, 239, Vidhan Bhavan Marg, Nariman Point, Mumbai
Tender Notice
Union Bank of India invites sealed offers from established service providers for
establishment of Call centre at two locationsin the process of its Call centre
expansion project. Please visit our website www.unionbankofindia.co.in for
eligibility criteria and other details. RFP forms can be downloaded from the
website or can be purchased from the Alternate Channels & New Initiatives
Department, Union Bank of India, 12
thFloor, Union Bank Bhavan, 239, Vidhan
Bhavan Marg, Nariman Point, Mumbai, 400 021.
Date of commencement of issue of RFPs
: 04
thFeb 2012 at 1100 hours
Last date of receipt of responses
: 25
thFeb 2012 at 1400 hours
Opening
of
responses :
25
thFeb 2012 at 1500 hours
Fees for RFP document (non-refundable)
: Rs.10,000.00
Earnest Money Deposit (Bid Security)
: Rs.50.00 lakh
UNION BANK OF INDIA
REQUEST FOR PROPOSAL (RFP)
in connection withExpansion of Call Centre
Commencement of issue of RFPs : 04/02/2012 at 1100 hours Time for seeking Clarifications : 11/02/2012 till 1400 hours Last date for receipt of Responses : 25/02/2012 at 1400 hours Opening the technical proposals : 25/02/2012 at 1500 hours Fees for RFP document (non-refundable): Rs.10,000.00
Bid Security : Rs.50.00 Lakh
TABLE OF CONTENTS
SECTION I: INTRODUCTION 3
1. INTRODUCTION: 3
2. INFRASTRUCTURE CREATED AND SERVICES PROVIDED: 3 3. EXISTING CALL CENTRE FACILITY: 4 4. CALL CENTRE EXPANSION PLANS: 6
SECTION II: ELIGIBILITY CRITERIA 7
SECTION III: REQUIREMENT DESCRIPTION 8
5. SCOPE OF WORK 8 6. LOCATIONS: 9 7. REAL ESTATE: 10 8. TECHNOLOGY 10 9. PEOPLE: 12 10. SCALABILITY: 13 11. PROCESSES: 14
12. BUSINESS SEGMENTS COVERAGE: 14
13. SERVICES EXPECTED: 15
14. STATUTORY COMPLIANCES: 16
15. QUALITY SERVICE REQUIRED FROM THE AGENTS: 16
16. SLA 17
17. MIS REQUIRED: 19
SECTION IV: BID PROCESS TERMS AND CONDITIONS 20
1. BID PRICE: 20 2. BID SECURITY: 20 3. CLARIFICATIONS ON THE RFP: 20 4. PRE-BID MEETING: 21 5. TWO PART OFFERS: 21 6. NO ERASURES OR ALTERATIONS 21 7. VALIDITY 21 8. TECHNICAL PROPOSAL: 22 9. COMMERCIAL PROPOSAL: 22 10. PRICE COMPOSITION: 23 11. EVALUATION PROCEDURE: 24
12. RIGHT TO ALTER QUANTITIES 24
13. NO COMMITMENT TO ACCEPT LOWEST OR ANY TENDER 25
14. PRICE FREEZING 25
15. PAYMENT TERMS 25
16. CANCELLATION OF THE ASSIGNMENT 25
17. LIQUIDATED DAMAGES 25
18. RFPOWNERSHIP 26
19. PROPOSAL OWNERSHIP 26
20. CONFIDENTIALITY 26
ANNEXURE -1 27
SECTION IV: RFP RESPONSE FORMATS 28
FORMAT –I:LETTER TO THE BANK ON THE SERVICE PROVIDER’S LETTERHEAD 28 FORMAT –II:SERVICE PROVIDER PROFILE 29 FORMAT –III:DETAILS OF REFERENCE SITES 30 FORMAT –IV:COMPLIANCE TO THE ELIGIBILITY CRITERIA 31 FORMAT –V:COMPLIANCE TO THE SCOPE OF WORK 32
Section I:
Introduction
1. Introduction:1.1. Union Bank of India (here in after referred as UBI or Bank) is one of the top Public Sector commercial banks in India, having around 3200 branches and 55 Regional Offices spread across the country. Having pioneered in technology adoption, Bank intends to provide excellent banking services of global standards to all its customers through its various customer touch points – i.e., branches and various Alternative delivery channels like ATMs, Internet Banking, Mobile Banking, Tele-banking (IVR), Call Centre etc.
2. Infrastructure created and services provided:
2.1. All the branches and offices of the Bank are networked. All the branches and offices of the Bank use “Finacle” as the Core Banking Solution for their operations. Bank established Primary Data centre at Powai Mumbai, Near site at Nariman Point Mumbai and DR site at Banaglore. 2.2. Bank is having an Enterprise Wide Network covering all its branches and
offices spread across the country. The modes of connectivity to the branches/offices are a combination of MPLS, leased lines, ISDN Lines, PSTN, VSATs, Radio frequency and other forms of connectivity.
2.3. In addition to the regular banking facilities, Bank also extends a variety of other services like Cash Management Service, Insurance, Mutual Funds, and Demat services to its customers.
2.4. Along with CBS, Bank has also set up systems like ATM, Internet Banking, Tele Banking, Mobile banking, SMS alerts, etc., electronic delivery channels for providing customer service. All the types of electronic delivery channel Systems are seamlessly integrated with the Core Banking systems, observing all the IT security norms.
2.5. Bank has 3100+ ATMs across the country – all the ATMs are connected to the Bank’s own ATM Switch (Tandem server with Base 24), which in turn, is integrated with Core Banking Systems. Bank has entered into multi-lateral sharing arrangements with Cash Tree and NFS. All the ATMs of the Bank accept VISA, Master and RuPay cards.
2.6. Bank has a robust Internet banking platform. It uses Finacle e-banking application, which offers variety of services along with many value added services, in tie-up with many other service providers to facilitate online utility bill payment, tax payments, e-commerce, etc.
2.7. Bank, in tie-up with NSDL provides depository services to its customers. One DEMAT server is established at Mumbai. Branches can access the server and open DEMAT accounts for their customers. The server is interfaced with Internet Banking system, so that the customer can view their DEMAT account through Internet banking.
2.8. As a part providing Value added services, Bank had tied up with some broking companies, where by the customers can do online trading of their shares.
2.9. Bank provides SMS Alerts to the customers, which provide alerts for all the transactions happened in the accounts through any of the touch points. In addition, the customer can seek certain more required information through this facility.
2.10. Bank provides mobile banking services to its customers through its application “U-Mobile”, which is hosted by its service provider FSS. 2.11. Bank established its own Call Centre at its Technology Centre Powai, to
provide customer service both through Inter-active Voice Response System (IVRS) and Customer service agents. The Call centre’s application is also seamlessly interfaced with Core Banking Solution. While the Bank owns its entire Call Centre establishment, it outsourced the Call centre management to IBM.
3. Existing Call Centre Facility:
3.1. Bank’s own Call Centre, is having 100-seater capacity.
3.2. It handles in-bound as well outbound calls through a toll free number and tolled numbers.
3.3. It provides both IVR based and agent based Voice services focussing mainly its retail customers.
3.4. The call first lands on IVR system, where various options are provided to meet the customers’ requirement. In case the customer desires to get connected to an agent, then the call is transferred to the agent.
3.5. Both the IVR system and the agents are capable of providing response in multiple languages (English, Hindi and seven other Indian languages) as per choice of the customer.
3.6. The services rendered include providing product/account related information, taking account based requests, Channel based information and support and handling complaints.
3.6.1. Product related information is about all retail deposit and loan products, Insurance products, Mutual funds, Savings Bonds, PPF, Senior Citizen’s Saving Schemes, Cash Management Services and other services available in the Bank.
3.6.2. Product related inquiries/support include providing Interest rates, Forex rates and guidance about online application facility available.
3.6.3. Account related inquiries include providing information about account balance, details of transactions, status of account, chequebook issue, loan instalments/EMI information, maturity or overdue data relating to term deposits.
3.6.4. Account based requests include requests for Chequebook issue, Stop cheque, Revoke Stop Cheque, Bill Payments, Account transfer, Deposit Creation, issue of Demand Draft/Bankers Cheque, Interest certificate issue, Statement issue.
3.6.5. Channel related information includes providing ATM location, facilities available/services rendered through different channels, International remittance related information
3.6.6. Channel based support services include new PIN generation, account unlocking, resetting of passwords, Tax payment related support, Online trading issues, activation of SMS alerts, Mobile banking registration/ activation, International Debit and Credit card issue resolution (password reset, card unlocking, card hot listing, etc.) to NRI customers,
3.6.7. Channel based requests handled include activation of card, Card hot listing, Card swallowed by ATM, Incorrect amount dispensed, Account debited Cash not dispensed cases, wrong account mapping
3.6.8. The Grievance module available in call centre application supports handling of complaints. It includes recording of complaints, generation of unique complaint/request number, forwarding of the complaint, tracking and providing feedback. 3.7. Though the Credit Card operations of the Bank are totally outsourced,
the Call Centre still provides support to the customers by providing information and taking requests such as Card not working, Statement not received, ATM PIN not received, Card transaction charges waiver, Card transaction disputes, Lost card / Card hot listing, Credit Card not received cases, enhancement of credit limit, etc.
3.8. The call centre agents are using following applications in order to help customers on relevant issues,
3.8.1. Net banking application for account enable & disable.
3.8.2. Credit card application "One View" to help credit card customers. 3.8.3. Electra card services to support ATM card unblocking.
3.8.4. IBRECON for sms and net banking transaction viewing.
3.8.5. ATM claim package to view the claim status and claim entry.
4. Call Centre Expansion Plans:
4.1. Bank intends to expand its Call centre capacity from the present level of 100 agents to 600 agents in a phased manner, so as to enhance its capability to handle more calls and also to provide more services.
4.2. The expansion plans include establishment of Call centre at two locations and also expand outbound call facility for marketing its products and other purposes.
4.3. Bank also intends to get some of the processing jobs at Call Centre
4.4. Present RFP is for obtaining proposals from reputed BPO service providers to install and operate a Call Centre offering Customer Interaction Management Services for the Bank, as per the requirements and scope of work defined in more detail in Section III of this document.
Section II:
Eligibility Criteria
Service providers who fulfill the following criteria only are eligible to respond the RFP. Offers received from the service providers who do not fulfill all or any of the following eligibility criteria are liable to be rejected. If the offer is submitted by a group of service providers in a consortium, each individual member of the consortium should fulfill all the eligibility criteria.
1. The service provider should
i be a current legal entity (Company /Firm /Organization/ independent subsidiary) in India.
ii be financially solvent.
iii be in business of providing BPO services of operating Call Centres offering Customer Interaction Management Services for the Banks in India at least for last two years.
iv be having an average annual turnover of Rs.100 (one hundred) crore or more for each of the last three financial years
v be in net profit during all three financial years.
vi be providing BPO services for installing and operating Call/Contact Centres for at least one bank in India connected with a minimum 1000 branches.
vii be providing BPO services for operating Call/Contact Centres through multiple locations
viiihave minimum two landing stations in India for aggregating the calls ix have at least 3 clients in India for call centre operations
x be successfully providing Call centre services in different Indian regional languages besides Hindi and English.
2. The service provider should not have been blacklisted by any nationalised Bank/ RBI/IBA or any other Government agency.
Note: The service provider must comply with all the above mentioned criteria. Non-compliance of any of the criteria will entail rejection of the offer summarily. Photocopies of relevant documents/certificates should be submitted as proof in support of the claims made. The Bank reserves the right to verify/evaluate the claims made by the vendor independently.
Supporting documents to be submitted:
1. Copies of certificates of Registration, Incorporation and commencement of business, etc., as the case may be.
2. Copies of the audited and published Financial reports for the past three financial years.
3. Letters from the organizations for which the service provider is providing the BPO services of setting up and operating the Call Centres since past three years (the scope of the assignment should have been clearly mentioned).
Section III: Requirement Description
5. Scope of work
5.1. The Scope of work mainly relates to setting up and running the 24x7 model Call centre for the Bank, as a BPO model, as per the requirements mentioned in this section.
5.2. Bank is presently having a CRM application and Customer Grievance module specifically developed as per its requirements and using the same in its existing Call centre, which is integrated with Bank’s CBS system. Similarly Bank is having an IVR system also. The service provider has to use the same CRM, Customer Grievance module and IVR system in the multi location call centres that would be established for the Bank. 5.3. Bank has also another web based application “Knowledge Board”, which
provides minute information about the Bank’s products and processes. Bank also updates the knowledge board in an ongoing manner. As the Knowledge Board helps in creating a better insight about the Bank’s products and processes, the same is extensively used in the process of training as well as regular working of the agents. Bank desires that the service provider would use Knowledge Board too along with CRM & IVR. 5.4. While the Bank will take care of the necessary software licenses for the
applications and shall provide the applications, the service provider should host the applications in their servers at their premises. Bank will take care of the future modifications and developments of these software applications.
5.5. We enclose the present architecture and details of hardware and equipments being used and bandwidth consumption as annexure – I. Bank will give the present hardware and database licenses available with it currently and it is up to the service provider to make use of them for installation of application, however taking care of the upgradations required as per the expansion plans.
5.6. Alternatively, the service provider may create and use a separate environment exclusively for hosting and running applications. The service provider can host the knowledge board in their web portal, but should provide access and rights to the Bank for ongoing updation of the knowledge Board.
5.7. The service provider has to provide the entire infrastructure required to run the Call Centres such as Premises, personnel, equipment and technology consisting of hardware, software & connectivity.
5.8. The scope of work also includes working out a Business Continuity Plan and setting up a DR, so that in case of need the call centre operations can easily be shifted to another location with least disruption.
5.9. The Call centres should be scalable with the increase in the call volume. 5.10. The Call centres should be capable of running from two locations, as per
requirements of the Bank.
5.11. The Call centres so set up should provide all the services presently being rendered through the existing call centre and also be capable of providing additional services as per requirements of the Bank.
5.12. Running the call centres include monitoring the operations and maintaining high quality standards through quality audits, quality calibrations.
5.13. The service provider shall provide complete MIS (Historic and Real-time) of the Call centre infrastructure and operations, as per the requirements of the bank.
5.14. The Bank has the right to deploy requisite number (5 to 10) of its staff members at each of the proposed call centres for supervision, facilitating product training to the CSAs/TLs/Subject Matter Experts, updating the products/schemes, barge-in of calls, quality control of the calls, complaints resolution, perform back office/other activities, liaison with the other bank functionaries and the staff of the bidder etc. The service provider will provide basic infrastructure for working of the Union Bank staff without any cost.
6. Locations:
6.1. Bank’s existing call centre is in Mumbai. The selected service provider must set up and run call centres for the Bank from two locations. 6.2. The service provider can offer their existing sites/facility/setup for
running the call centre, however, the set up for the Bank must be exclusively identifiable.
6.3. The service provider should propose different locations, leaving the choice of selection of locations to the Bank. The preferred locations are Southern India and Central India and Northern India.
6.4. When the call centre is operational from two locations, they should function in tandem, so that there can be high availability and also load sharing. Further, they can also support being DR to each other.
7. Real estate:
7.1. The service provider must provide the premises and all utilities required to run the call centre.
7.2. The choice of location for the premises will be mutually discussed and agreed upon, jointly by the Bank and the service provider.
7.3. The premises can be freehold or leasehold. However, if it is a leased premises, the service provider must obtain lease on long term – say for minimum 5 years.
7.4. The service provider must obtain all the licenses and permissions from respective authorities for using the premises for call centre purposes. 7.5. The service provider must pay the rent and other expenses as required. 7.6. Bank should have right to inspect and visit the premises at any time. 7.7. The service provider must provide all the amenities like furnishing,
electricity, water, cafeteria, etc., required for the call centre agents and Bank staff.
7.8. The bank has the right to deploy requisite number (5 to 10) of its staff members at each of the proposed call centres for supervision, facilitating product training to the CSAs/TLs/Subject Matter Experts, updating the products/schemes, barge-in of calls, quality control of the calls, complaints resolution, perform back office/other activities, liaison with the other bank functionaries and the staff of the bidder etc. The service provider will provide basic infrastructure for working of the Union Bank staff without any cost.
8. Technology
8.1. The details of Servers, hardware and equipment presently in use at the Bank’s Call Centre, which are comfortably handling the present load of call volumes are provided in annexure -1.
8.2. As mentioned in point no. 5, the service provider has to use the IVR system, CRM package, Customer Grievance module and Knowledge Base, which are tailor made for the Bank. The service provider has to host these applications in the servers at their end and do necessarily do the back end integration with telephony systems.
8.3. The service provider must do the sizing of hardware requirements for handling the proposed increased call volume and indicate the details of hardware proposed.
8.4. Bank’s technology team would review the hardware sizing so done and may suggest some changes and the service provider should accordingly rework, provide and maintain such hardware and equipment.
8.5. The hardware and equipment so provided should be connected to the Bank’s network. For this purpose, the service provider has to take leased lines of adequate capacity/bandwidth.
8.6. Service provider must comply with IT security requirements of the Bank and additionally provide the firewalls, Server based/Network based IDS and other IT Security devices as per the Bank’s requirements.
8.7. The service provider must arrange for similar set up in the DR location. When the call centre is working from multiple locations, one location can work as DR for the other.
8.8. Service provider must provide one test environment also, so that the new software modules could be tested before taking to the Live run. Service provider must provide all the support required in the process of such testing.
8.9. The Service provider will supply and maintain the complete call centre requirements in terms of PCs, telephones, PBX, ACD, Call Recording tool (audio and video) cabling, local servers, power & telecom requirements and other infrastructure at Call Centres across both the locations and DR location.
8.10. All the calls will be landing on the Toll free number of the Bank. The service provider must obtain adequate number of PRI lines. While the Bank bears the actual charges for Toll free number, the service provider will incur all the expenditure relating to the connectivity, PRI lines, etc.
8.11. High level business requirements for the Technology adoption/integration include Interactive Voice Response System (IVRS) integration, Automatic Call Distribution (ACD) System, Computer Telephone Integration (CTI), Integration of Call Centre application, Campaign Management, Performance monitoring, Call Recording (audio and video) and review system.
8.12. Call Recording (audio and video) and review system should be capable saving the records for one year.
8.13. Service provide shall provide ongoing maintenance and support services for the implemented solution (Hardware and equipment)
9. People:
9.1. The service provider should take care of all the shrinkages such as weekly off, planned and unplanned leave, Statutory leave, National and local holidays and hire enough number of agents to ensure 24x7 running of the call centres.
9.2. The agent setup for the call center would be a three tier structure. The vendor would need to provide agents for two levels.
9.2.1. L1 – General (Agents) – These agents would solve minor technical or inquiry based difficulties/queries of the customers
9.2.2. L2 - Experienced Bankers (Supervisors) – These agents would have a better understanding of banking and products Union Bank has to offer. They should have analytical skill to understand the situation and explain to the customer ensuring satisfaction
9.2.3. L3 – Managers – These are bank officers who would ideally handle the calls where the customer may not be satisfied / or which not have been able to resolve by the L1 and L2 explanation.
9.3. All the agents should have the following qualities:
9.3.1. The agent’s qualification should be minimum graduate in any discipline.
9.3.2. The agent must have experience in handling and managing in bound and out bound calls
9.3.4. Excellent verbal communication skills. While generally all the agents should be conversant with English and Hindi languages, at least 30% of the agents should be capable of handling at least one or two more Indian languages other than Hindi and thus cover all the languages. At any point of time during 8 AM to 8 PM, there should be at least two agents per language to handle calls.
9.3.5. Experience working within a high pressure and demanding environments
9.3.6. Other qualities expected of the agents are Teaming quality, leadership quality, Banking knowledge, Monitoring abilities and ability to sell products.
9.4. The Service provider is expected to train agents on Products, Processes, Policies and Soft Skills, to handle call requests, and any additional related or similar requests as communicated by the Bank within the agreed upon Service Level Agreement (SLA).
9.5. Service Provider must provide 45 days’ exhaustive training before deployment of agents on the floor. Training period will not rank for billing.
9.6. The Service provider must ensure that the call center supervisor to agent ratio is at max 1:8.
9.7. The service provider should manage attrition and shift, institute a rewards and recognition programme to motivate the agents.
10. Scalability:
10.1. Presently the Bank’s existing call centre is 100-seater and is handling call volume of around 12000 calls on average per day. Nearly 50% calls are resolved/attended to by the IVR system and around 6-7000 calls are answered by the agents.
10.2. Bank has an option to immediately shift all the calls from its existing call centre to the call centre proposed to be set up and use its existing call centre infrastructure for some other purposes.
10.3. We furnish here under the estimate for increase in the call volume and approximate number of agents requirements, with the assumption that 50% calls will be handled by IVR.
Time period Estimated Call Volume Indicative requirement of agents for inbound calls out bound calls
Immediatte 20000 calls per
day
175 25 From six to twelve
months
25000 calls per day
215 40 From twelve to twenty
four months
35000 calls per day
310 60 From twenty four to
Thirty six months
50000 calls per day
415 70 From thirty six to sixty
months
60000 calls per day
515 85 10.4. Based on the call volume, the service provider must provide the
required number of trained agents and also ramp up the capacity in terms of infrastructure and also technology.
11. Processes:
11.1. The service provider will have to adopt and follow all the processes required for smooth call centre operations, for each and every activity of the call centre, being followed in the existing call centre of the Bank. 11.2. The service provider must establish a system and need to forecast call
volumes and undertake workforce management, scheduling and shift management
11.3. Bank expects that queries generated by the front end are pooled at the end of day to each relevant back end departments who resolve them and update the back end work package in order that the call centre agents accessing the front end are aware of the query resolution.
12. Business Segments coverage:
12.1. The call centre should provide support to the customers in all the business segments of the Bank, viz., Retail banking (covering Deposits, loans, cards, third party products), NRI services, Small and Mid corporate, Alternate Channels, Government business, Demat Services and Others.
12.2. Bank reserves its right to include any other business segment any time, as per its requirements.
13. Services expected:
13.1. The Call centres so set up should provide all the services presently being rendered through the existing call centre and also be capable of providing additional services as per requirements of the Bank.
13.2. An indicative list of all types of services expected in each of business segments is as under.
13.2.1. Query resolution (e.g., branch location, information of product and services provided by the bank)
13.2.2. Banking services and transaction (e.g., Hot listing of cards, cheque book request, etc)
13.2.3. Complaint resolution (including handling escalations)
13.2.4. Service to sales – cross-sell Union Bank products and services to incoming calls
13.2.5. Outbound calls – Welcome calls to new customers (30, 60, 90 day calls), customer surveys/polls, lead generation and validation, etc.
13.3. These services could be rendered using inbound and outbound voice / video /chat / voice self service and other channels etc.
13.4. Scope of work also includes providing FMS (Facility Management Support), engineer's 24 X 7 availability and the indicative of list of activities expected under FMS is as under:
13.4.1. The network connectivity on agent's desktop.,
13.4.2. various applications on agents system and LAN management. 13.4.3. Domain creations
13.4.4. Nortel ID creation.
13.4.5. CRM data, IVR data, DND data, Dialer data upload 13.4.6. CRM/IVR connectivity with various servers
13.4.7. Call recording observation and maintenance and trouble shooting.
13.4.8. System down time log maintenance.
14. Statutory Compliances:
14.1. The service provider, in the process of providing the services must comply with all the statutory/regulatory requirements. Following is an indicative (not exhaustive) list of such compliances required.
14.1.1. Compliance of TRAI Regulations 14.1.2. DND compliance
14.1.3. Compliance of Labour laws 14.1.4. Compliance of taxation laws
14.1.5. Compliance relating to software licenses 14.1.6. Compliance of local Govt. bodies rules
15. Quality Service required from the agents:
15.1. Maintaining customer satisfaction is a critical factor and some of the metrics that are required to measure Customer Satisfaction are as follows:
15.1.1. Number of calls resolved by L1 agents also called as First Point of Contact (FPOC) Resolution Rate (%)
15.1.2. Average call response time (This is the average time taken by callers waiting in a queue to be attended by an agent). Also known as Average Speed of Answer( ASA)
15.1.3. Average call handling time,(This is the average amount of time during which agents work with callers, including actual talk time, hold time and after call work / wrap up time)
15.1.4. Abandoned call rate (%) (This is the percentage of calls abandoned by a caller when a caller is in agent queue)
15.1.5. Average delay before abandon (This the average time spent by callers in agent queue before abandoning calls)
15.1.6. Repeat call rate (%) (This is the number of calls relating to a previous ticket /.complaint number)
15.1.7. Average After call work time / Wrap up time (This is the time taken by an agent to complete talks related to a call after the call has terminated. Ex. Data entry or placing outbound calls etc) 15.1.8. Average hold time (AHT) (This is the average amount of time a
caller is connected with an agent and placed on hold while waiting to be transferred for an escalation or while an agent seeks assistance for the caller’s issue)
15.1.9. Average talk time (ATT) (This is the amount of time a caller is connected with an agent and not on hold)
15.1.10. Number of calls escalated to Level 2 and resolution time 15.1.11. Number of calls escalated to Level 3 and resolution time 15.1.12. Error rates (re-work and overrides)
15.1.13. Customer survey results (call satisfaction levels).
15.2. Service provider must put in place a system to monitor and review all the above parameters.
15.3. Service provider must periodically review all the parameters with the Bank’s team. The periodicity of such reviews can be decided mutually. 15.4. Service provider shall initiate necessary steps and comply with the
action points arising out of such review meetings. 16. SLA
16.1. The service provider will ensure a continuous improvement over the set benchmarks for Service Levels and KPI agreed upon including Customer Satisfaction on quality of Customer Service.
16.2. The service provider will also ensure continuous cost improvement in service delivery through the contact centre.
16.3. Service Levels and KPI’s will be monitored continuously and reviewed periodically. Bank will review the performance of the Call Centre services provided by the bidder on a monthly, quarterly and annual basis. If the services are not found satisfactory the Bank may take recourse to terminate the contract and invoke bank guarantee. The decision of the bank in this regard would be final and binding on the bidder.
16.4. System availability must be over 99%. The system availability is computed as under:
16.4.1. {(Scheduled operation time – system downtime) / (scheduled operation time)} * 100%, where:
16.4.2. “Scheduled operation time” means the scheduled operating hours of the System for the year. All planned downtime on the system would be deducted from the total operation time for the year to give the scheduled operation time.
16.4.3. “System downtime” means accumulated time during which the System is totally inoperable due to in-scope system or infrastructure failure, and measured from the time Union Bank of India logs a call with the Vendor help desk of the failure or the
failure is known to the Vendor from the available measurement tools to the time when the System is returned to proper operation.
16.5. Average uptime will be computed across all the servers in a cluster, rather than on individual servers / clusters
16.6. Infrastructure of Call Center to be supported on 24 x 7 basis.
16.7. Planned network downtime notice: Any planned network downtime must be accompanied with a minimum 1 week notice.
16.8. Agent performance
Sr No Parameter Units Service level required 1 Average Call Response Time /
Average Speed of Answer Seconds 80% of incoming calls within 20 seconds 2 First Call resolution Percent of calls
answered by agents Greater than 60% 3 Average Call Handling Time Seconds Less than 240 seconds 4 Abandoned Call Rate (%) Percentage of all
incoming calls Less than 3% 5 Average Delay Before
Abandon Seconds Less than 60 seconds 6 Repeat Call Rate Percentage of all
incoming calls Less than 4% 7 Fatal Errors Percent Less than 2% 8 Occupancy Percent Greater than 85% 9 Utlisation Percent Greater than 75% 10 Attrition Percent Less than 5% per month 11 Customer satisfaction Percent Greater than 75% 12 Call escalation Percent Less than 1% 13 Agent to TL ratio Ratio 22 : 1 14 Real time adherence Percent 95% 15 Supervisor to TL Ratio Ratio 1:8
16.9. Call Center Application, IVR and ACD
Level Service Level Description
Measurement Expected Service Level Performance
Hardware/Network
Utilization Hardware/Network utilization levels should be less than 80%. (CPU, Memory, Hard Disk)
100%
Availability
All Applications
availability 24x7 availability of application 99.5% Daily Database availability 24*7 availability of of database 99.5% Daily
Network, Applications & Hardware
Support for xxx agents accessing the application
Level Service Level
Description Measurement Expected Service Level Facilities Management
Application
Management Technical support for the application shall be 24*7 100% Database Management Technical support for the database
shall be 24*7 100% Performance
management Identification and resolution of performance bottlenecks, application / infrastructure errors resulting in show stoppers
100%
Software Service Requests
Percentage of Software Service Requests concluded in the first attempt (patches, bug fixes, errors)
98%
User Management User account maintenance for Account Lock out, Password resetting, Account disabling in a cycle time of 30 minutes
100%
16.10. Quality Assurance: The service provider needs to ensure a minimum score of 95% on quality of service evaluation as reported by Union Bank of India or an independent third party remote quality assurance observation firm at such time as reports become available, and in the interim, as reported by the Service provider’s Quality team.
17. MIS required:
17.1. The complete MIS (Historic and Real-time) of the Call centre includes the MIS related to but not limited to the following:
17.1.1. Customer Interaction Management 17.1.2. Technology performance
17.1.3. Telecom infrastructure performance 17.1.4. Call Centre Operations
Section IV: Bid Process Terms and Conditions
1. Bid Price:1.1. RFP document can be purchased from the Bank, at the address mentioned in point no. , against payment of Rs.10,000.00, in the form of a demand draft issued by a scheduled commercial bank favouring Union Bank of India, payable at Mumbai.
1.2. Alternatively the RFP document can be downloaded from the Bank's website www.unionbankofindia.co.in. In such an event, the service provider will have to pay, at the time of submission of their offer, a non-refundable fee of Rs.10,000.00 in the form of a demand draft issued by a scheduled commercial bank favouring Union Bank of India, payable at Mumbai.
1.3. In the event of non-payment of the fee of Rs.10,000.00 towards the RFP form at the time of submission of the offer, the offer will not be opened/considered.
2. Bid Security:
2.1. Service provider will have to provide a Bid security of Rs.50.00 lakh (Rupees Fifty lakh only) by way of either a demand draft, issued in favour of Union Bank of India by a scheduled commercial bank in India, payable at Mumbai or by making electronic payment through RTGS. 2.2. The Bank reserves its right to reject the proposal, in the event of
non-submission of the bid-security money of Rs.50.00 lakh. 2.3. No interest will be payable on the Bid Security amount.
2.4. The bid security amount will be forfeited if the vendor refuses to accept purchase order or having accepted the purchase order, fails to carry out his obligations mentioned therein.
2.5. The Bid Security will be refunded to the unsuccessful bidders only after completion of the entire bid process.
2.6. The Bid security of the successful bidder would be refunded while releasing the payment due after the last mile stone.
3. Clarifications on the RFP:
3.1. Queries/clarifications would not be entertained over phone. All the queries and clarifications must be sought in writing to both the following email ids.
[email protected] [email protected]
3.2. Service providers are also requested to collate queries and submit them together seeking clarifications/responses from the Bank. It should be ensured that all the queries and clarifications are communicated in writing on or before 11/02/2012.
3.3. Service providers should indicate only one e-mail id, to which the clarifications and other communications regarding the RFP can be sent.
4. Pre-bid meeting:
4.1. Depending on the queries/clarifications received, the Bank, at its option, may convene a pre-bid meeting, if necessary and on 15th February 2012 at 1500 hrs., at our Union bank of India, Technology Centre, Powai, Mumbai for providing the clarifications. However, the Bank will publish the exact date, time and venue of the pre-bid meeting in its web site on 13th February 2012 as a corrigendum.
4.2. Arising out of the discussions at such pre-bid meeting and thereafter, the Bank may amend any of the RFP terms.
4.3. After the meeting, Bank may communicate such clarifications and amendments, if any by email to those service providers participated in the meeting. Alternatively, publish such amendments in the website as a corrigendum.
5. Two Part Offers:
5.1. Offers (Technical & Commercial) must be submitted at the same time, giving full particulars in separate sealed envelopes addressed to the General Manager (AC&NID) Union Bank of India, 12th Floor, Union Bank Bhavan, 239, Vidhan Bhavan Marg, Nariman point, Mumbai – 400 021, duly superscribing the respective envelopes “Technical Proposal“, “Commercial Proposal”. Such covers shall also indicate the name and address of the vendor submitting the proposals.
5.2. The offers should either be hand delivered or dropped in the Tender box at the given address on or before 1400 hrs on 25/02/2012.
6. No Erasures or Alterations
6.1. The original offer (Technical Offer and Commercial Offer) shall be prepared in indelible ink.
6.2. Technical details must be completely filled up. All the hand-written details in the offer must be initialed by the persons or person who sign(s) the proposals.
6.3. All the pages of the offer must be initialed by an authorized representative with a round stamp of the service provider.
6.4. The response should also include a letter on the letter head of the service provider, (signed by an official not less than the cadre of GM) authorizing specific persons to sign the offer on behalf of the service provider
7. Validity
7.1. The offer should remain valid for a period of 120 days from date of submission of the proposal.
7.2. At the option of the Bank, the service provider should extend the validity of offers for such required period (s), as the Bank may require during the evaluation process.
8. Technical Proposal:
8.1. The Technical Proposal should be complete in all respects and contain all the information asked for in this RFP document in an organised and structured manner. All the details sought must be submitted in the prescribed pro-forma only (as per the attached formats). Additional/supporting documents, write-ups, etc., if any should be furnished as separate files.
8.2. The responses should be strictly as per the terms and conditions of this RFP. Service Providers are advised not to attach or specify any terms and conditions. The Bank reserves its right to reject the proposals received with any additional terms and conditions specified by the Service provider.
8.3. The Technical Proposal should not contain any price information. 8.4. The Bank, at its discretion, may not evaluate a proposal in case of
non-submission or partial non-submission of details sought.
8.5. The Technical Proposal should comprise of following (as per the formats):
8.5.1. Letter in the prescribed format confirming compliance to the Bank's terms and conditions (Format – I).
8.5.2. Service provider Profile (Format – II) 8.5.3. Details of reference sites (Format – III)
8.5.4. Compliance to the eligibility criteria (Format – IV) 8.5.5. Compliance to the scope of work (Format – V) 8.5.6. Transition Plan (Format – VII)
8.5.7. Bid Price (by way of DD/PO drawn in favour of Union Bank of India issued by a Scheduled Commercial bank payable at Mumbai) 8.5.8. Supporting documents in separate file(s).
8.6. The service provider must list out each and every point under the eligibility criteria and must mention as to how they are complying to each of the points in Format –IV
8.7. The service provider must list out each and every point under the scope of work and must mention as to how they are complying to each of the points in Format –V
9. Indicative Commercial Proposal:
9.1. The Indicative Commercial Proposal should provide all relevant price information and in Indian Rupees only.
9.2. The responses should be strictly as per the terms and conditions of this RFP.
9.3. Service Providers are advised not to attach or specify any terms and conditions. The Bank reserves its right to reject the proposals received with any additional terms and conditions specified by the Service provider.
9.5. The prices mentioned in the Indicative commercial proposal should strictly be in conformity with the price composition specified in point no. 10.
9.6. The Service provider shall bear such taxes, duties, fees, and other impositions as may be levied under the applicable law as on the date of submission of the proposal, the amount of which is deemed to have been included in the contract price. However, the tax component of the prices should be shown separately.
9.7. The per agent price as well as TCO must be quoted in WORDS AND FIGURES. In case of discrepancy between the words and figures, lower of the two would be considered as the price quoted and the same will be binding on the vendor. In case of calculation mistakes, the Bank would recalculate and the service provider must accept such recalculated price.
9.8. Opening of the Indicative CO will be subject to the vendors confirming to the Bank's requirements specified in TO.
10. Price Composition:
10.1. The price quoted should be per agent cost per month.
10.2. The number of agents deployed in a month shall be worked as under: 10.2.1. The actual training time and breaks will be reduced from the
total cumulative actual logged hours by all the agents.
10.2.2. Such number of hours will then be divided with the 240 or 248 as the case may be depending on the number of days in a month so as to arrive at the number of agents deployed (ignoring the fraction, if any, coming out of the calculation).
10.3. The TCO should be worked out for five years, indicating the total cost based on the estimated call volume and agent requirement.
10.4. The service provider has to offer a buyback price for the servers and equipment that Bank would make available to them for hosting the application. Such buyback price will be a separate line item in the Bill of Material and will be taken into consideration while deciding the Final TCO, which will be basis for finalizing the L-1.
10.5. The Indicative commercial offer shall be on a fixed price basis and in Indian Rupees. No price variation should be asked for relating to increases in customs duty, excise and/or any taxes, foreign currency price variation etc., However, if there is any reduction in government levies/taxes, during the validity of offer, the same shall be passed on to the Bank.
10.7. The prices should be inclusive of all taxes, duties, levies etc. However, the tax component of the prices should be shown separately.
10.8. The costs of preparing the offer and of negotiating the contract will not be borne by the Bank and, are not reimbursable.
11. Evaluation Procedure:
11.1. The evaluation of technical proposals will be done by a team of officials or consultant, which may include
11.1.1. scrutiny of the proposals to verify whether the same is accordance with the RFP terms; and
11.1.2. reference site feedback about the service.
11.2. In the process of scrutiny of the proposals, Bank may seek additional inputs and clarifications as may be needed and also may request the service providers to make a presentation.
11.3. Proposals found to be meeting the Bank’s requirements based on the technical evaluation only will be considered for commercial evaluation. 11.4. The Commercial evaluation and selection of L1 will be done through
Reverse Auction Process. The procedures of reverse auction are available in the Bank’s web site. Further, Bank will inform the details and also provide training for those service providers qualifying for commercial evaluation.
The indicative commercial bids of only shortlisted candidates shall be opened in presence of the authorized dignitaries from the Participants to arrive at start price for reverse auction process.
L2 shall be asked to match the price quoted by L1, in case of refusal, the offer shall be subsequently extended to L3, L4 and L5 one after the
other. This shall be followed by further negotiation, if necessary. 12. Right to Alter Quantities
12.1. The Bank reserves the rights to alter quantities, revise/modify all or any of the specifications, delete some items specified in this offer, when finalizing its requirements or declare the RFP void before or after receiving the responses.
12.2. That is, the Bank reserves its right to increase or decrease the number agents, services to be performed, locations in which the call centres to be set up, etc.
12.3. Bank reserves its right to normalize the Commercial Offers received to suit its requirements. The amounts quoted for the line items in the commercial proposal would form base for such normalization process. The TCO worked out by the Bank after normalization, would be binding on the service provider.
13. No Commitment to Accept Lowest or Any Tender
13.1. The Bank shall be under no obligation to accept the lowest or any other offer received in response to this tender notice and shall be entitled to reject any or all tenders without assigning any reason whatsoever.
14. Price freezing
14.1. The final prices stated above, shall remain frozen for a minimum period up to five years from the date of the purchase order.
14.2. Bank reserves its right to place its requirements for providing the number of agents as per its requirements and the service providers must arrange for such number trained agents at the same price, within 15 days of such communication.
15. Payment Terms
15.1. The terms of payment will be as follows:
15.1.1. The service provider will provide the bills at the end of every month, indicating the total number of logged hours and converting such hours into number of agents as explained in point no.10.2
15.1.2. The billing will be for the number of agents (ignoring the fraction, if any, coming out of the calculation).
15.1.3. Bank will countercheck the claims made and shall release the payment, after imposing the applicable penalties, within 15 days of submitting the bill.
16. Cancellation of the assignment
16.1. The Bank reserves its right to cancel the assignment in the event of one or more of the following conditions:
16.1.1. Delay in commencement of the IS Audit beyond two weeks after the assignment order.
16.1.2. Delay in completion of all the three phases of the IS Audits beyond the time specified in the assignment letter.
17. Liquidated Damages
17.1. Notwithstanding the Bank's right to cancel the assignment, 1.0% of the order value per week or part thereof would be payable to the Bank for delay in the execution of this assignment order beyond specified schedule subject to a maximum of 5% of the value of the order.
17.2. Bank also intend to impose liquidated damages for deficiency in the service (not maintaining the SLAs as specified in RFP). However, the quantum of such can be finalized with the finally selected service provider.
17.3. Bank reserves it's right to recover these amounts by any mode such as adjusting from any payments to be made by the Bank to the company.
17.4. The Bank, however may review and consider waiving imposing of liquidated damages for delays beyond the control of the Service Provider.
18. RFP Ownership
18.1. The RFP and all supporting documentation are the sole property of Union Bank and should NOT be redistributed without prior written consent of Union Bank. Violation of this would be a breach of trust and may, inter-alia cause the vendors to be irrevocably disqualified. The aforementioned material must be returned to Union Bank when submitting the proposal, or upon request however, service providers can retain one copy for reference.
19. Proposal Ownership
19.1. The proposal and all supporting documentation submitted by the service providers shall become the property of the Bank. The proposal and documentation may be retained, returned or destroyed as the Bank decides.
20. Confidentiality
20.1. This document contains information confidential and proprietary to the Bank. Additionally, the service providers will be exposed by virtue of the contracted activities to the internal business information of the Bank. Disclosures of receipt of this RFP or any part of the aforementioned information to parties not directly involved in providing the services requested could result in the disqualification of the service providers, premature termination of the contract, or legal action against the service providers for breach of trust.
20.2. Selected service provider will have to sign a legal non-disclosure agreement with the Bank before starting the project.
Section IV: RFP Response Formats
Format – I: Letter to the Bank on the Service provider’s letterhead
To
Union Bank of India,
Alternate Channels & New Initiatives Department, 12th floor, Union Bank Bhavan,
239, Vidhan Bhavan Marg,
Nariman point, Mumbai – 400021. Dear Sir,
Sub: Response to RFP for Call Centre Expansion
With reference to the above RFP, having examined and understood the instructions, terms and conditions, we hereby enclose our offer for call centre expansion project, as detailed in your above referred inquiry.
We confirm that the offer is in conformity with the terms and conditions as mentioned in your above referred RFP. We further confirm that the information furnished in the proposal, annexures, formats, is correct. Bank may make its own inquiries for verification and we understand that the Bank has the right to disqualify and reject the proposal, if any of the information furnished in the proposal is not correct.
We also confirm that the prices offered shall remain fixed for a period of one hundred twenty (120) days from the date of submission of the offer. We also understand that the Bank is not bound to accept the offer either in part or in full. If the Bank rejects the offer in fulfill or in part the Bank may do so without assigning any reasons therefore.
We further understand that the finalized prices will be frozen for a period of five years from the date of entrustment of assignment and that the Bank may place its requirements for providing the number of agents as per its requirements and the service providers must arrange for such number trained agents at the same price, within 50 days of such communication.
Yours faithfully, Authorized Signatories
(Name, Designation and Seal of the Company) Date:
Format – II: Service Provider Profile
S.
No. Particulars Response
1 Name of the Service Provider 2 Address for Communication 3 Contact Person 1
4 Phone / Mobile Number 5 Email id
6 Contact Person 2 7 Phone / Mobile Number 8 Email id
9 Experience in the business in India (No. of Years)
10 No. of Banks for which BPO services of operating call centre are provided
11 Name of Bank Type of
service provided
Location Since when
13 Business details in India for the last three financial years (copies of the published audited financial statements should be annexed)
Year Turnover Service
Income Operating profit Net Profit after Tax 2008-09
2009-10 2010-11
14 Details of other clients for which BPO services for Call centre operations are provided.
Name of the Organisation Location Since when (Month & Year)
15 Names of Indian Regional Languages supported
16 Landing stations available with the service
provider (Full Details to be furnished in a separate sheet for each landing station)
Format – III: Details of Reference Sites
(The following details should be furnished on a separate page for each reference site. We expect four or five references in the minimum)
1 Name of the Bank 2 Address
3 Name of the Contact Person 4 Designation
5 Direct Phone number
6 Mobile Phone
7 E-mail id
8 Month & Year since when the BPO services are being provided for the Call Centre
9 Details of services being provided 10 Locations covered
11 Number of agents provided L-1
L-2 L-3
12 Languages supported (list the languages)
Format – IV: Compliance to the eligibility criteria
(The service provider must list out each and every point under the eligibility criteria and must mention as to how they are complying to each of the points in Format –IV)
Point no. reference Details of Criteria
stipulated Comments regarding compliance
Format – V: Compliance to the scope of work
(The service provider must list out each and every point under scope of work and must mention as to how they are complying to each of the points from 5.1 to 17.2 in this format. Alternatively, the comments regarding compliance can be provided below each point in different font/colour, instead of in the table format)
Point no. reference Details of Scope of work Comments regarding compliance
Format – VI: Indicative Commercial Offer
To
Union Bank of India,
Alternate Channels & New Initiatives Department, 12th floor, Union Bank Bhavan,
239, Vidhan Bhavan Marg,
Nariman point, Mumbai – 400021. Dear Sir,
Sub: Response to RFP for Call Centre Expansion
With reference to the above RFP, having examined and understood the instructions, terms and conditions, we hereby enclose our Commercial offer for Call Centre Expansion project, as detailed in your above referred inquiry.
Service Rs. per contact center agent per month Management fee for running Contact Centre per agent
Service tax Total
TCO Computation:
Time period Estimated Call Volume Indicative requirement of agents for No. of months TCO (no. of agents x Rate x months) inbound out bound total Immediate 20000 175 25 200 6 From 6 to 12 months 25000 215 40 255 6 From 12 to 24 months 35000 310 60 370 12 From 24 to 36 months 50000 415 70 485 12 From 36 to 60 months 60000 515 85 600 24
Total for 5 years Buyback Value for Hardware
Final TCO Final TCO in words: Rupees
We are willing to participate in the commercial selection through reverse auction process as per Business Rules for Reverse auction as mentioned in Bank’s website. We confirm that the offer is in conformity with the terms and conditions as mentioned in your above referred RFP. We further confirm that the information furnished in the proposal, annexures, formats, is correct. Bank may make its own inquiries for verification and we understand that the Bank has the right to disqualify and reject the proposal, if any of the information furnished in the proposal is not correct.
We also confirm that the prices offered shall remain fixed for a period of one hundred twenty (120) days from the date of submission of the offer.
We also understand that the Bank is not bound to accept the offer either in part or in full. If the Bank rejects the offer in full or in part the Bank may do so without assigning any reasons therefore.
Yours faithfully, Authorized Signatories
(Name, Designation and Seal of the Company) Date:
No. HOST Name Functionality Server Model Operating System Product
1 UBICCMS (Active)
Skill Based routing and Agent
Report IBM System x3250 M2 Windows 2003 Standard IBM Server
2
UBICCT
Generate telephony
events.Integration with IVR and
CRM IBM System x3250 M3 Windows 2003 Standard
IBM Server
3 UBICCMS (Standby)
Skill Based routing and Agent
Report IBM System x3250 M4 Windows 2003 Standard IBM Server
4 UBICCMM Web Chat appliaction IBM System x3250 M5 Windows 2003 Standard IBM Server
5
Oracle Database Server(Dialer)
Reachout DB server for
Outbound IBM System x3250 M6 Windows 2003 Standard IBM Server
6
UBIDIALER (Reachout
Dialer Server) Application Server for Outbond IBM System x3250 M7 Windows 2003 Standard IBM Server
7 CCT Backup Communication Toolkit IBM System x3250 M8 Windows 2003 Standard IBM Server
1 CCMM UBIWeb Server Web Chat Login IBM System x3650 Windows 2003 Standard IBM Server
2 TEST SQL2-Database CRM Test Server IBM System x3650 Windows 2003 Standard IBM Server
3 Logger Call recorder IBM System x3650 LINUX IBM Server
4 IVR #1 (Live IVR) Call Routing IBM System x3650 LINUX IBM Server
1 SQLDBN1 SQL DB Server
IBM eServer BladeCenter E (
HS21) Windows 2003 Enterprise IBM Blade Server
2 SQLDBN2 SQL DB Server
IBM eServer BladeCenter E (
HS21) Windows 2003 Enterprise IBM Blade Server
3 CRM LIVE Run ATM & Finacle Link
IBM eServer BladeCenter E (
HS21) Windows 2003 Enterprise IBM Blade Server
4 CRM STANDBY CRM application Server
IBM eServer BladeCenter E (
HS21) Windows 2003 Enterprise IBM Blade Server
5 Middleware CRM web application
IBM eServer BladeCenter E (
HS21) Windows 2003 Enterprise IBM Blade Server
6 IVR Call Routing
IBM eServer BladeCenter E (
HS21) Linux IBM Blade Server
7 IVR #2 (Live TPIN) TPIN
IBM eServer BladeCenter E (
Linux IBM Blade Server
IBM Servers
8 Logger Call Recorder
IBM eServer BladeCenter E (
HS21) Linux IBM Blade Server
9 Domain Server (SERVER4) Domain Server
IBM eServer BladeCenter E (
HS21) Windows 2003 Enterprise IBM Blade Server
10 Domain Server (SERVER5) Domain Server Backup
IBM eServer BladeCenter E (
HS21) Windows 2003 Enterprise IBM Blade Server
11 FTP Server Call Recording Backup
IBM eServer BladeCenter E (
HS21) Windows 2003 Enterprise IBM Blade Server
1 HDD DS3400 IBM 137116P
2 HDD EXP3000 IBM 13K018H
3 HDD EXP3000 IBM 13K018K
1 CALLPILOT Call Routing Windows 2003 Standard NORTEL Server
1 IBM Web Spere Portal Knowledge Board Portal Dell Server Windows 2003 Server Dell Server
2 Wipro PC as fax server Wipro Desktop PC Ac statement by fax from IVLinux Normal Desktop PC
Qty: 1no. Nortel
Qty: 1no. Nortel
Qty: 1no. Nortel
Qty: 1no. Nortel Baystack Switch (3rd FLR)
Nortel Switch
Baystack Switch (6th FLR) NT Code: AL4500A12-E6 Sr. No. LBNNTMMD1901KC Sr. No. LBNNTMMD1901KM NT Code: AL2012C41-E5 Sr. No. LMNNTMJX490D69 Sr. No. LMNNTMJX490D62Server ID
NT Code
Count
2.0Mb PRI
NTBK50
9
CP Mgate
NTRB18
1
CPPM CS
NTDW61
2
CPPM Sig Serv
NTDW61
2
Line Side E1 card
NT5D34
6
MC 32S
NTDW65
3
MGC ( DB32)
NTDW60
5
MIRAN III
NTAG86
2
X-COT Trk Card
NT5D29AA
1
Total Asset
Count
License
Desktop PCs 123 NA
Total Nortel Phones
113 110
Total Headset
126 NA
CCMS
120 120WinXP, Win7 , 1GB to 4 GB RAM, AMD Phenom(acer) Intel core 2 duo (HCL) , 2.53
