Contact Center as a Service (CCaaS)
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Description & Project Overview
Service Oct 29, 2026 | The aim of the procurement project is to replace and consolidate the two contact center solutions used today with a sustainable, standardized and scalable solution for Contact Center as a Service (CCaaS). The aim is to create a common platform that enables standardization where it makes technical and economic sense, while at the same time offering the necessary flexibility for the different requirements of the organizational units affected. Object of procurement The subject of the procurement is a marketable standard solution for Contact Center as a Service, including the necessary services for provision, introduction, configuration, integration, migration, training, operation, maintenance, support and further development.
Procurement includes solutions whose functions and services can be selected, combined and scaled as needed. This is intended to support contact centers of different sizes and complexity according to their respective needs and to avoid functional overlaps with existing SBB platforms as far as possible. The solution space includes both modular and comprehensively equipped standard solutions.
A modular product or price structure is not required. The complete procurement item can be found in the tender documents. Swiss Federal Railways SBB, IT Purchasing