In Panama, a Government Contact Center is tendered for services, which will provide attention through telephone calls, web chat, e-mail and other means.

Panama Government Purchase 2019-1-46-0-08-LP-003549:

“The Government Contact Center should have an Interactive Voice Response and Multiple Media Access (IVR) System and computer telephony integration (CTI) that allows agents to synchronously receive the call and record conversations for quality monitoring. Updated copies of the technical specifications of these platforms and their integration should be sent to the AIG.

It must have the number of agents working full-time shifts needed to provide telephone service, web chat, e-mail or other channels that AIG defines as incoming and outgoing 24 hours a day, 365 days a year, to serve up to 220,000 contacts per month averaging about 5 minutes per contact.”

Reference value: $3.105.215.

Deadline for submission of bids: March 14, 2019.

See tender.