ABSTRACT

United Al Saqer Group

ASPM Call Center
Information & Communication Technology
(UASG) herewith invites
proposals from interested
service providers to submit
responses to this Request for
Proposal (RFP) for the: ASPM
Call Centre

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TABLE OF CONTENTS
TERMS AND LEGENDS USED IN THIS DOCUMENT....................................................................................................3

GLOSSARY OF TERMS....................................................................................................................................................4

ABOUT UASG.....................................................................................................................................................................5

PROJECT BACKGROUND..............................................................................................................................................6

CURRENT ENVIRONMENT.............................................................................................................................................7

NEW SOLUTION
REQUIREMENT……………………………………………………………………………………………………………
……8

ASSUMPTIONS………………………………………………………………………………………………………………
…………………………10

INSTRUCTIONS TO BIDDERS.......................................................................................................................................11

EVALUATION MATRIX AND EVALUATION CRITERIA...............................................................................................................12

TERMS AND LEGENDS USED IN THIS DOCUMENT

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 Symbol / Terms Meaning
< > This section has been left blank and must be filled
by respective parties.
Department Any Department in UASG
UASG United Al Saqer Group
Entity UASG has 10 Entities, Each Entity can have
many divisions
Bidder Any firm offering the solution(s), service(s) and
/or materials as required in the RFP.

GLOSSARY OF TERMS

The definitions of various terms that have been used in this RFP are as follows:

“Request for Proposal (RFP)” means all documents and annexures provided along with this RFP or issued
during the course of the selection of bidder, seeking a solution, services, materials and/or any combination of
them.

“Bidder” means any firm offering the solution(s), service(s) and /or materials as required in the RFP.

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“Proposal” means the Pre-Qualification, Technical and Commercial bids submitted for this project against this
RFP.

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ABOUT UASG
With a commercial track record spanning almost three decades, the United Al Saqer Group of companies
(UASG) is renowned for its commitment to quality, professional management and leadership in key industry
sectors.

With a network of partners and sales teams spread across the Middle East and located in prime international
markets, UASG has carved a distinctive niche as one of the UAE’s business leaders.

Our philosophy is customer service first, and the important of developing valuable long-term global
partnerships, along with a focused approach to delivering excellence across everything we do, underpins our
diversified portfolio of businesses.

From boardroom level to the workshop environment, we proudly stand behind the Al Saqer name as we
embrace both the exciting opportunities and new challenges that today’s marketplace presents, in order to
grow both our business capabilities and global credibility for the future.

United Al Saqer Group (UASG) owns and manages a diverse yet complementary portfolio of UAE-based
companies encompassing a number of key industry sectors.

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PROJECT BACKGROUND
The United Al Saqer Group (UASG) is issuing this Request for Proposal (RFP) to obtain proposal responses
to qualify, Enhance Wireless System

1. Select a competent proponent who has sufficient experience supplying, installing and
implementing Avaya Telephone system.
2. Select a competent proponent who has sufficient experience supplying, installing,
implementing and supporting Call Center Application.

The RFP contains sufficient information and instructions to enable qualified bidders to prepare and submit
proposals and supporting material. To be considered responsive, vendors must submit a complete bid that
satisfies all requirements as stated in this RFP.

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CURRENT ENVIRONMENT
ASPM had four branches. All the branches are interconnected with mpls connections This list of branches is
as below.

 ASPM Abu Dhabi

 ASPM Dubai (Sama Tower)
 ASPM Albustan
 ASPM Alain.

All the above branches are using Avaya telephone system IP office 500V2 with firmware version 9.0.12.0
build 1006. The total number of telephones on each branch are as below. All the below locations are using
analogue lines.

 ASPM Abu Dhabi - 43 users

 ASPM Dubai (Sama Tower) - 12 users
 ASPM Albustan - 3 users
 ASPM Alain. -12 users

Limitations & issues of existing environment: -

Firmware’s on PBX systems are outdated required to upgrade.
DXB ASPM and Albustan is using 1 MBPS/2MBPS Mpls Line.

Graphical representation of Existing setup is as below: -

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NEW SOLUTION REQUIREMENT:

The new requirement should cover the below mention requirements with all industrial
recommended best practices.

From ISP: -

A Toll-Free number from ISP such as 600 - ASPM (600-2776)

A Pri-Line for direct calls to extension (optional)

Albustan & ASPM Dubai are using 1 mb MPLS line need to be upgrade to minimum of 4mb.

From Avaya vendor:

Install latest firmware on all Avaya telephone system on all four branches listed above!

Communication between the branches is already there and Extensions on branches can call each other,
configuration required for agents’ extensions for transferring the calls to all branches.

Install one pri card on ASPM head office (AUH), terminate the PRI line on EPBX and do the necessary
configuration to activate DID (direct calling facility to extensions) to all four locations. (considering call center
agents are sitting on ASPM AUH.)

Call Center solution with below Functions: -

Automatic Call Distribution (ACD): This system provides the flexibility of offering improved customer service
by allowing the calls to be placed on hold until an agent becomes free to answer the call. This can drastically
reduce call drop rates and achieve load balancing by effectively distributing incoming calls based on a
defined set of rules. This ACD system should had the ability to generate reports and dashboards.

IVR: On Holidays or in absence of operator the IVR Should handle the calls with Greeting, necessary Voice
alerts and Email Notification to the operators. IVR systems can also be used to route the calls to the most
relevant agent based on choices that the caller makes.

CTI system (Computer Telephony Integration) - helps to automate multiple activities it allows the agent to
view transactions and customer information related to the caller as soon as the call is routed to him/her and
it should support custom data entry fields. as an addon function CRM integration should be there.

Softphone: Installation and configuration of three softphone (Three Operators) with necessary licenses.

End terminals: I5 computer with minimum of 8gb ram for call center operators for processing their
operations.

Noise Reduction Headsets A call center environment can become very noisy with the constant calls attended
by agents who may be seated very close to each other. Noise reduction headsets go a long way in increasing
the productivity of agents as well as improving the customer call experience, as it increases call response
time as well as post call-processing time. Since agents would be using the headset for a long time every day,
lightweight, comfortable headsets are the optimal choice.

Automatic Call Recording For agents: This will help to record the call transcripts, which can be used
for resolving disputes as well as for training agents on how to handle specific situations. It is important to
keep in mind that if you use call-recording equipment, then you need to inform customers that their calls

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may be recorded and provide them the option of either hanging up or being excused from the live recording.
You must have your legal team address the privacy related regulations that you will need to comply with
while using call recording. Server should have the ability to store minimum of 12 months recording data.

Reporting tool: reporting tool for obtaining detailed weekly reports, call reports etc. such as Missed calls,
total inbound calls etc.

Physical Infrastructure: -

Sufficient infrastructure such as cooling, power, physical space, Physical security should be provided by
ASPM Facility to accommodate the above required devices.

Call flow design is as below.

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ASSUMPTIONS

1. This document is introducing the indicative requirements and the solution is not limited to the
current processes described below.
2. Implementation team should have sufficient competencies to qualify processes.
3. The scope of work must include the following minimum responsibilities: -
i. Site Survey
ii. Implementation, configuration and rollout
iii. Testing
iv. Training
v. Documentation
vi. Warranty & support
4. Final Scope of work to be concluded during Site Survey phase.
5. Proposed solution must be scalable and expandable.
6. Lifetime warranty preferred.
7. All provided devices and configuration must be loaded with latest versions and editions.
8. All damaged cables, connectors, devices during this project implementation must be replaced free
of charge.
9. All provided devices, software and items must be loaded including all required licenses.
10. Contractor shall assume all responsibility to repair or replace fixtures and materials it damages
during its work on the site, including, but not exclusively: ceiling grid and tiles, gypsum boards,
etc. Contractor shall be wholly financially responsible for damages realized by UASG as a result
of the Contractors' activities.
11. All items shall be quoted completely installed and functional as per specifications.
12. Final Cleanup: Upon completion of the work, selected bidder shall reconnect any utilities,
equipment, system furniture panels or trim, or appliances removed in the course of work.
13. Debris and rubbish caused by the work shall be removed from the premises. Site will be left in a
clean, neat, and orderly fashion.
14. Materials provided shall be in current production.

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INSTRUCTIONS TO BIDDERS
It is very important for all bidder to submit proposals following guidelines mentioned in this document.
Proposals submitted must include the following: -
1. Propose a technical solution as per the technical requirements mentioned on Page 8.
2. Clearly specify the structure of Licensing whether it is Annual or Perpetual.
3. Bidder must provide item vised and with sub-total prices as per attached Commercial Template.
4. Technical and Financial proposals should be submitted to Procurement Department in separated shield envelops.
5. It is mandatory for the Vendor to submit End-of-Sale, End-Of-Support and End-Of-Life for each individual
component - Proof documents from the manufacturer to be attached with the proposal.
6. Vendor should discuss the final technical proposal with the technical team before submission.
7. UASG PMO: Compliance with UASG PMO framework mentioned in Section 2 of this document. Bidders are
encouraged to include a clear compliance with details on methodologies followed during implementation that
does not contradict with UASG PMO framework.
8. SDLC and Quality Compliance: Compliance with UASG Quality and SLDC frameworks, details must be
included with examples.
9. Project Plan following requirements mentioned below.
10. Maintenance section to describe compliance with UASG requirements
11. GO live and transition plan.
12. Compliance with UASG requirements like Alerts, reports and other listed requirements in each sub-header
under section 2 and 3 of this document
13. Compliance with Training requirements listed below
14. Compliance with Functional requirements, Bidder must respond to each requirement mentioned in section 3 of
this document
15. Compliance with the above mentioned requirement’s listing

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EVALUATION MATRIX AND EVALUATION CRITERIA
Proposals submitted for this tender will be evaluated based on the following evaluation criteria. Bidders are
highly encouraged to measure proposals against these success factor prior to any submission

1. Companies' Profile and General Information Scoring

1.1. The vendor must specify the number of years of previous experience with the solution and
equipment brands proposed.
1.2. Please include a statement with your quote indicating the level of partnership your
organization has with the solution and the original equipment manufacturer being proposed.
1.3. Provide three references including the name of organization, address, contact person, and
phone number for which a comparable installation was successfully completed.
2. Team
2.1. Onsite/ offsite and team dedication
2.2. Project Team structure, Project Organization
2.3. Supplier must share the credential and CV of the implementation team.
3. Technical criteria
3.1. Complete Site Survey and share clear report.
3.2. Compliance with the project scope of work.
3.3. Compliance with supplying, installing, implementing and supporting Racks, Network
Devices & Cabling Infrastructure.
3.4. Compliance with supplying, installing, implementing and supporting Computes & Storages
Infrastructure.
3.5. Compliance with supplying, installing, implementing and supporting monitoring, controlling
and security Infrastructure.
3.6. Compliance with technology security requirements.
3.7. Sharing clear Project implementation timeframe.

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