Oriental Bank of Commerce

Transcription

1 Cover Page Oriental Bank of Commerce Commercial Bill of Material for Outsourcing of Contact Center Services of the Bank Addendum 1 Annexure 6 Commercial Bill of Material Ref. No. OBC/HO/DEAFRFP_CC/01/2015

2 Summary S.no Parameters Year 1 Year 2 Year 3 Year 4 Year 5 Type 1 Cost 2 CRM License Cost 3 CRM ATS Cost inculding CRM Implementation 4 Cost TCO 1. No counter condition/assumption in response to commercial bid will be accepted. Bank has a right to reject such bid. 2. Reserse Auction will be on the TCO amount 3. No extra costs on ac any items or services or by way of any out of pocket expenses, travel, boarding and lodging etc. will be payable by the Bank. 4. The bidder cannot take the plea of omitting any charges or costs and later lodge a claim on the Bank for the same. Bank would be bearing the cost of network and telecom charges as indicated in this RFP outbound telecom charges which would be paid at actuals. 5. The bidder is requested to quote in Indian Rupees ('INR'). Bids in currencies other than INR would not be considered. 6. After reverse auction, the bidder needs to submit the revised commercial bid as per Annexure 6: Commercial Bill of Materials in which the number of s shall remain same as mentioned in the masked commercial bid (submitted as part of the technical proposal). 7. The bank at its discretion can increase or decrease the. For any increase or decrease in the number of requirement proposed by the bidder, the bidder has to be justify the requirement and same has to be approved by the bank.

3 Cost S.no Year 1 Year 2 Year 3 Year 4 Year 5 Y1 month Y2 month Y3 month Y4 month Cost Component 1 Cost of Cost(A) month Y5 Type Percentag e 1. The yearly cost escalation of the cost should not be greater than 10% 2. An is defined as 182 log-in hours 3. Bank may at its sole discretion ask the bidder to augment the Contact Centre staff members for any additional call based service. These additional staff members would be billed at rate defined above. Bank reserves the right to decrease or increase the s requirement as per call volume or actual requirement of Bank. 4. The is mentioned is for the purpose of normalization. The bank at its discretion may increase or decrease the s deployed.for any increase or decrease in the number of requirement proposed by the bidder, the bidder has to be justify the requirement and same has to be approved by the bank. 5. The cost of the hardware deployed at the bank's premises & the corresponidng AMC should be factored in the agent price. The hardware sizing should be in line with the concurrent CRM user requirements mentioned in the RFP.

4 CRM Solution Cost CRM Solution cost Year 1 Year 2 Year 3 Year 4 Year 5 S.no A B C Cost Component CRM License Cost 1 CRM Application License Cost 2 Operating System 3 Database 4 any other of CRM License cost (A) CRM License ATS Cost 1 CRM Application License Cost 2 Operaying System 3 Database 4 any other of CRM License ATS cost (B) CRM Solution Implementation Cost 1 CRM Solution Implementation Cost 2 any other of CRM Solution Implementation cost (C) License type (conurrent user based, named user etc.) Man Day Effort Unit Y1 Y1 Unit Y2 Y2 Unit Y3 Y3 Year 1 Year 2 Year 3 Year 4 Year 1 Year 2 One time Implementati Implementa on Cost tion cost Unit Y4 Y4 Y5 Type Year 5 Year 3 Year 4 Year 5 Unit Y5 Type Type of CRM Solution cost (A+B+C) Please note 1. Bidder needs to provide 10 CRM Licenses to the Bank s users in addition to the s provided for call centre agents, QA team etc. 2. All the required should be factored by the bidder

5 Additional Items Item Price per month for additional seat at Contact Centre (Primary Site) Price per month for additional cabin at Contact Centre (Primary Site) Price (exclusive of Service ) Service Price (A) (B) (C) Hardware Cost (Applications hosted out of Bank's DC) 1. The bidder is required to submit the price for additional seats that bank may require for its employees in future in the table below. Please note that this would not be considered in TCO or in reverse auction. 2. Tha Hardware cost would not be considered in TCO or in reverse auction. The bidder needs to factor in the hardware cost in rate.