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Tender description :
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Special Notice (original): Nato Request for Information: Enterprise Service Operations Center Level 0/level 1 Support and Call Center Capability Enhancement the Nato Communications and Information Agency (ncia) is Issuing a Request for Information (rfi) to Identify a Commercially Available Solution That Can Meet Or Exceed Nato Requirements for An Outsourced Capability to Provide End User Support at Level 0 and Level 1 for Unclassified Communications.
the Purpose of the Project is to Outsource Level 0 and Level 1 Support, Including the Call Center Function, to Improve Efficiency and Enhance Technology. While Ai Integration Will Play a Role in Automating Processes, the Primary Objective is to Optimize Support Operations, Ensuring Improved Service Quality.
this Initiative Will Cover All Primary Aspects of User Support, Including Incident Management and Request Fulfillment, Call Center Function, Ticket Handling, and Escalation Management. the Integration of Automation and Ai Will Further Enable Efficient Ticket Classification, Prioritization, and Self-service Workflows.
a Summary of Requirements and a Questionnaire for Responding to the Rfi Are Product Service Code: Naics Code:
561422 - Telemarketing Bureaus and Other Contact Centers
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