Dear partners,

“ARMBUSINESSBANK” CJSC is announcing a tender for the acquisition of software for Call Center:

Terms & Conditions of Tender

1. Company must have:

• A right to implement and sell said systems,
• Mechanisms and experience of installing and providing technical support for given or similar systems.

        2. Price offer of the participating company should contain the following items:

• Total cost, including taxes,
• Delivery time,
• Terms of warranty service,
• Terms of technical support,
• Other T&Cs at the discretion of the Company.

         3. Required documents

• Application for participation in the tender,
• Price offer,
• Information on the organization (charter, certificate of state registry, annual reports),
• List of partner companies

Companies wishing to participate in the tender may submit their applications along with the necessary documents in sealed envelopes to “ARMBUSINESSBANK” CJSC, Head Office, at 48 Nalbandyan street, Yerevan, Armenia, from August 1 to September 30, 2019, every working day, from 09:15 a.m. till 16:45p.m. International companies can send tender applications by email to info@armbusinessbank.am .

The following lettering should be available on the sealed envelopes 

• “Do not open until the tender day”,
•  “To Tender Commission”,
• Full names and addresses of the Sender (Tender participant) and the Recipient (Tender organizer).

All participants of the tender will be notified of the results by September 15, 2019.

For more information please call "ARMBUSINESSBANK" CJSC IT unit at (+37410) 59 20 22 or or write to Mushegh.Gishyan@armbusinessbank.am and/or Shushanik.Hovhannisyan@armbusinessbank.am .

 Minimum software requirements

• Incoming call service;
• Option for automated outgoing calls;
• Simultaneous maintenance of all calls;
• Customer identification by voice,
• Option to send SMS, IVM and Email,
• IVR option,
• Storing customer information through various analytical approaches;
• Creating, maintaining and exporting client database (existing, new);
• Maintaining and downloading call recordings;
• Creating call quality assessment system;
• Call appraisal according to imported assessment system;
• Real time call monitoring, call switching and support;
• Option to view and export analysis (also graphs, diagrams), reports (Word, excel, pdf) for each operator, unit, whole center,
• Option to search and filter data by any criteria: executor, title, status, call reason, time, etc.
• Set competencies, create employee status (available, break, technical issue, etc.), option for availability restrictions,

• Creating call queues, enabling standby mode, automatic alerting other available users on answering interval;
• Distribution of calls within the group according to employee status,
• Call forwarding option;
• Service Quality Assessment System;
• Option to send automated inquiries to assess customer loyalty index (NPS);
• Receiving and exporting reports and analyzes on NPS results;
• Unified interface,
• Option to chat within the group and store data,
• Option to integrate with other systems, e.g. AS, chat, email, etc.
• Option to install scripts / templates,
• Unlimited number of users

• Servicing of software-related issues.