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Acolad Live (all phases) - New German callcenter environment Implemented

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Status
Implemented
Stage
Stage 6 - Handover
Win reason
–
Klant
Acolad Netherlands B.V. (1181KK121)
Aangemaakt
2024-01-18
Gesloten
2024-01-31

Beschrijving

This opportunity is part of a larger project which will be delivered in phases and is needed for all phases of the project. This opportunity covers the new German contactcenter environment: - 5 agents seats with only workplace clients (no hardphones) + endpoint support - New callcenter routing within the Aura platform for 1 skill / ACD group, new German announcement set (texts will need to be provided by the customer, of course we can provide the current Dutch announcements as an example). - New OPI-A (Ad-Hoc) Breeze flow on PROD and DEV, for the German CC agents and customer (the selfservice flow is part of the IVR quote as only the IVR will be selfservice, agent based calls need the zoeksysteem Breeze flow). - Additional transfer options for the agents (to zelfservice/zoeksysteem for the new Breeze flows) - Porject management Not included are CMS reporting and/or wallboards (have not been requested). The customer will provide support and roll-out of the WP client on agent workstations (installing the WP clients and instructions to the users). Also not included and as of now not foreseen are adjustments to the way the fallback to the callcenter should work. Asumed is that it should work as it does for the current CC flows, but customer feedback is lacking. License pricing is based on that of the existing platform as it will simply be an expansion of the existing licenses allready in use (CC agents + WP client users). Not requested and as such not included in this offer are CMS reports and/or wallboards, the rollout of the workstations for the agents (including installing and testing the WP clients) and user instructions.

Primary quote

Naam
#1475 — Acolad Live (phase 1 and 2) - New German callcenter environment
Effectief vanaf
2024-01-17
Vervaldatum
2024-02-18

This quote is for the new German contactcenter and agents: - 5 agent and workplace licenses + support (2h) - New callcenter routing within the Aura platform for 1 skill (ACD group), new German announcement set using our TTS service, texts to be provided by the customer (8h) - New OPI-A (Ad-Hoc) Breeze flow for German CC agents and customers (16h) - Additional transfer options for the agents (zelfservice/zoeksysteem for the new Breeze flows) and a new Breeze flow for zoeksysteem (the selfservice flow is part of the IVR quote as only the IVR will be selfservice, agent based calls need the zoeksysteem Breeze flow) (2h) - Project management (8h) Not included are CMS reporting and/or wallboards (have not been requested). The customer will provide support and roll-out of the WP client on agent workstations (installing the WP clients and instructions to the users). Also not included and as of now not foreseen are adjustments to the way the fallback to the callcenter should work. Asumed is that it should work as it does for the current CC flows, but customer feedback is lacking. License pricing is based on that of the existing platform as it will simply be an expansion of the existing licenses allready in use (CC agents + WP client users). Not requested and as such not included in this offer are CMS reports and/or wallboards, the rollout of the workstations for the agents (including installing and testing the WP clients) and user instructions.

Maandelijkse items (4)

# Artikel of dienst Item type Aantal
1 Telefonie - profiel Contactcenter seat - TCP2130
Profiel Contactcenter seat 13 maanden, 202,35 euro per maand 		Product 13
2 Telefonie - Thuiswerkoplossing per user obv SBC / Workplace client - TCP2140
Thuiswerkoplossing per user obv SBC / Workplace client 13 maanden, 91,55 euro per maand 		Product 13
3 Telefonie - Avaya Workplace Agent licentie - TCP2142
Avaya Workplace Agent licentie 13 maanden, 94,45 euro per maand 		Product 13
4 Service - Agent endpoint support
Monthly support fee for 1 CC agent 13 maanden, 17,50 euro per maand 		Product 13

Eenmalige items (4)

# Artikel of dienst Item type Aantal
1 Engineer [project]
Create new OPI-A flows in Breeze for DEV and PROD 		Labor 16
2 Engineer [project]
Create the Avaya Aura CC callcenter flows including new German announcements 		Labor 8
3 Engineer [project]
Provision Workplace clients for the new cc agents, including new transfer buttons (selfservice/zoeksysteem) 		Labor 4
4 Project Management
Project management werkzaamheden voor de afdeling projecten van TSV 		Labor 8

Notes (14)

Datum Action type Assigned to Onderwerp / inhoud
2024-01-31 Opportunity Update Erik Gunther Opportunity: None, Acolad Live (all phases) - New German callcenter environment Total Revenue=4626 Probability=100% Sales Stage=Stage 6 - Handover Changed Projected Close Date from 29-02-2024 to 31-01-2024 Opportunity Owner=Gunther, Erik Status=Closed
2024-01-31 General Erik Gunther Workflow Rule "[TSV-Opp Stage6] Opportunity ready for handover - notify project team" fired.
When an opportunity is: Edited And the following conditions are met: Opportunity Category in list "Standaard (aanpassing 1 AV) or Standaard (projecten)" Stage changed to "Stage 6 - Handover" Then execute the following actions: Send notification e-mail ([TSV-Opportunity] Opportunity - Stage 6 Handover) to akik@tsv-groep.nl; bsyed@tsv-groep.nl; flunstroo@tsv-groep.nl Initiated by Erik Gunther
2024-01-31 Opportunity Update Erik Gunther Opportunity: None, Acolad Live (all phases) - New German callcenter environment Total Revenue=4626 Probability=100% Changed Status from Stage 5 Closed - WON to Stage 6 - Handover Projected Close Date=29-02-2024 Changed Opportunity Owner from Hammel, David to Gunther, Erik Changed Status from Active to Closed
2024-01-31 General David Hammel Workflow Rule "[TSV-Opp WON] Opportunity closed & WON - notify RE for KP" fired.
When an opportunity is: Edited And the following conditions are met: Opportunity Category in list "Standaard (aanpassing 1 AV) or Standaard (projecten)" Stage changed to "Stage 5 Closed - WON" Then execute the following actions: Send notification e-mail ([TSV-Opportunity] Opportunity - Stage 5 Closed (WON) aanmaken kostenplaats) to revers@tsv-groep.nl Initiated by Erik Gunther
2024-01-31 General David Hammel Workflow Rule "[TSV-Opp WON] Opportunity closed & WON - notify project team" fired.
When an opportunity is: Edited And the following conditions are met: Opportunity Category in list "Standaard (aanpassing 1 AV) or Standaard (projecten)" Stage changed to "Stage 5 Closed - WON" Then execute the following actions: Send notification e-mail ([TSV-Opportunity] Opportunity - Stage 5 Closed (WON)) to flunstroo@tsv-groep.nl Initiated by Erik Gunther
2024-01-31 Opportunity Update Erik Gunther Opportunity: None, Acolad Live (all phases) - New German callcenter environment Total Revenue=4626 Changed Probability from 25% to 100% Changed Status from Stage 3 Proposal Sent to Stage 5 Closed - WON Projected Close Date=29-02-2024 Opportunity Owner=Hammel, David Status=Active
2024-01-26 Opportunity Update Erik Gunther Opportunity: None, Acolad Live (all phases) - New German callcenter environment Total Revenue=4626 Probability=25% Changed Status from Stage 1 First Contact to Stage 3 Proposal Sent Projected Close Date=29-02-2024 Opportunity Owner=Hammel, David Status=Active
2024-01-25 Opportunity Update David Hammel Opportunity: None, Acolad Live (all phases) - New German callcenter environment Total Revenue=4626 Probability=25% Sales Stage=Stage 1 First Contact Projected Close Date=29-02-2024 Opportunity Owner=Hammel, David Status=Active
2024-01-18 Opportunity Update David Hammel Opportunity: None, Acolad Live (all phases) - New German callcenter environment Total Revenue=1786 Probability=25% Sales Stage=Stage 1 First Contact Projected Close Date=29-02-2024 Opportunity Owner=Hammel, David Status=Active
2024-01-18 Opportunity Update David Hammel Opportunity: None, Acolad Live (phase 1 and 2) - New German callcenter environment Total Revenue=1786 Probability=25% Sales Stage=Stage 1 First Contact Projected Close Date=29-02-2024 Opportunity Owner=Hammel, David Status=Active
2024-01-18 Opportunity Update David Hammel Opportunity: None, Acolad Live (phase 1 and 2) - New German callcenter environment Total Revenue=406 Probability=25% Sales Stage=Stage 1 First Contact Projected Close Date=29-02-2024 Opportunity Owner=Hammel, David Status=Active
2024-01-18 Opportunity Update David Hammel Opportunity: None, Acolad Live (phase 1 and 2) - New German callcenter environment Total Revenue=406 Probability=25% Sales Stage=Stage 1 First Contact Projected Close Date=29-02-2024 Opportunity Owner=Hammel, David Status=Active
2024-01-18 Opportunity Update David Hammel Opportunity: None, Acolad Live (phase 1 and 2) - New German callcenter environment Total Revenue=0 Probability=25% Sales Stage=Stage 1 First Contact Projected Close Date=29-02-2024 Opportunity Owner=Hammel, David Status=Active
2024-01-18 Opportunity Update David Hammel New Opportunity: None, Acolad Live (phase 1 and 2) - New German callcenter environment Total Revenue=0 Probability=25% Sales Stage=Stage 1 First Contact Projected Close Date=29-02-2024 Opportunity Owner=Hammel, David Status=Active
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