addendum 1 rfp for contact centre solution€¦ · · 2011-03-14case of database, please refer to...

FF0000Bank of Baroda Addendum 1 RFP Contract Centre Solution

Query

No.

Point/Section # Page Nos. Clause

Excerpt/Clarification

Point

Queries/Request/Clarification Clarification point as in

Tender Document

BOB Response

1 Generic How many no. of inbound, outbound, multimedia

agent, current & future scalable required?

Seat allocation for blended (inbound

& outbound & multimedia) agents be

approximated to 20% of seats at any

scale. Remaining 80% of seats

exclusive for inbound.

2 Generic What is Average Handle Time (AHT) of IVR? Approximate 3 minutes

3 Generic What is Average Handle Time (AHT) of Agent? Max 5 minutes

4 Generic What is Average Handle Time (AHT) of

Outbound?

5 minutes

5 Generic Please confirm whether PRI will be provided at

both Baroda and Lucknow or centralized.

All locations (DC, DR, Baroda,

Lucknow)

6 Generic Are we looking for predictive or preview

progressive dialer?

Preview progressive dialer only.

7 Generic Are we looking for IP (hard /soft) or digital agents

phones?

IP Soft Phone.

In RFP para 4.5.a "/ hard phone,"

stands deleted.

8 Generic What are we looking from agent desktop in

terms of controlling the phone?

Please refer to RFP para 4.5 b.

9 Generic Can we propose to replace the Servion IVR

instead of interfacing with it? As an option?

Please refer to RFP para 4.6.

10 Generic On Data Networking do we need to provide

commercials for current no of seats i.e. 100 (50

each site) or we need to supply and deliver for

300 ports in first instance ?

The ports are required to be

supplied as per expansion plan

shown in RFP para 3.3.3.

11 Generic Generic Queries : Delivery

timelines

Delivery time lines would be discussed &

mutually agreed upon between Vendor & BOB

basis the scope & delivery dependencies.

No. Please refer RFP para 3.5.

12 Generic Generic Queries :

Bandwidth

Is bandwidth required supposed be included as

part of solution costs and included as part of

service delivery?

Part of Service Delivery Part of Service Delivery

13 Generic Generic Queries :

Operating Systems and

Database

Will these be provided by bank or vendor has to

build into the proposal?

Hardware cost to be quoted,

inclusive of operating system. In

case of database, please refer to our

response to Query No. 41.

Addendum 1 RFP Contact Centre Solution

Bank of Baroda Confidential Page: 1/26


Query

No.



Point


Tender Document

BOB Response

14 Generic Phase 2 - Internal

interface and External

interface

Would the CC solution need to integrate with the

components stated under 'Phase 2 - Internal

interface and External interface'. Elaborate the

business need for these integration and the

interface protocol.

Integrations as per phases

mentioned in Annexure 02. But the

costing to be given separately, for

each interface.

15 1.11,

5.2.3.3

7, 54 Respondent hereby clarifies that the terms and

conditions which will form part of the contract will

be in accordance with mutual discussions and

agreement between the parties. The terms and

conditions of the RFP will be subject to the

proposal which will be submitted by Respondent.

We suggest changes to this effect.

A Recipient will, by

responding to the Bank’s RFP

document, be deemed to

have accepted the terms as

stated in this RFP document.

No change in RFP clauses.

16 2.11

point # 8

Technical Proposal

Format

Will Bank give sitting space to the full time

engineer?

The vendor is expected to

provide minimum one full

time 24x7 engineer for

providing facility management

services for the Contact

Centre infrastructure.

Yes. Bank will provide space to the

engineer.

17 3.3.2 17 Bank’s CRM Solution Scope for Integration with “ Contact Center

Solution with Oracle CRM” (Inbound, Outbound

etc).

All modules of Oracle CRM

18 3.3.3 17 Bank's Proposed Contact

Center

What is the maximum port we need to consider

on IVR (between 6am to 10pm and for rest of the

day) for both queuing and self service?

Proposed solution should meet

business requirement is mentioned

in RFP para 3.3.3.


Center

Do we need to plan for active & passive

components like switches, routers, cabling for all

600 seats for both locations or would it be done

in phased manner?

In phased manner as per business

requirement is mentioned in RFP

para 3.3.3.




Query

No.



Point


Tender Document

BOB Response

20 3.3.3,

3.4.3

17, 22 Bank's Proposed Contact

Center and

Solution Sizing & Licenses

Bank has mentioned about 50 seats initially and

300 seat in both center (Baroda and luck now) .

a) Sizing is to be done for total of 600 agents (as

per 3.4.3 solution & sizing) or 300 agents in

total?

b) Bank has also asked for Multichannel contact

center such as Non – voice, chat, Email. What is

the no. of agents one should size for these

requirements?

What is the no. of outbound agent required?

c) Is first 50 to 75 agents needs to be build at

Baroda only? Will Lucknow DR build for CC

come at a later point of time ?

d) For avoidance of doubt, it is suggested to

include a table of elapsed time from date of order

for achieving different key milestones in the project and also confirm that the commercial bid should be for 600 seats.

a) It is aggregate 600 seats at both

centers as per RFP clause 3.4.3.

DC/DR Sizing needs to be done for

entire seat strength.

b) Seat allocation for blended

(inbound & outbound & multimedia)

agents be approximated to 20% of

seats at any scale. Remaining 80%

of seats exclusive for inbound.

c) 50 to 75 seats at both centres as

per RFP para 3.3.3.

d) Already clarified in RFP para

3.3.3.


Center

Would the interface to fetch the details would be

only CRM or any online interface is expected

with any of the existing applications. If so, what

should be the message/interface protocol?

Integration requirement with various

application has been mentioned in

Annexure 02. Protocols to be used

will depend on respective

application.


Center

What should be mode of interface for the

insurance system ? Pl clarify whether the

connectivity with necessary security would be

provided by the Bank.

Online/Offline depending upon the

business requirements. Connectivity

with necessary security to be

provided by bank.


Center

Basic Banking services and Basic Transactions:

Money transfer between the accounts, NEFT,

RTGS: Would the funds transfers be allowed

through IVR menu also? Please clarify on how

the registration of the beneficiaries would be

handled ? Is the registration also expected

through contact center agent as it may not be

possible through IVRS?

Registration of beneficiary will be

done by respective application like

Net-banking, ATM, Mobile Banking

etc.

Funds Transfer to registered

beneficiary will take place through

Contact Centre.




Query

No.



Point


Tender Document

BOB Response


Center

Escalations: Please clarify, whether any

ticketing/aging process to be included in the

solution to handle the escalations.

Yes


Center

Bank may decide to set up contact centers at

other locations along with Baroda and Lucknow,

as per Bank’s need : Pl clarify, the scope and

sizing of this bid is limited to Baroda and

Lucknow.

DC / DR sizing shall be for full

capacity of 600 seats. Sizing at

local centres are already given. It is

clarified here that Baroda & Lucknow

need not house the expansion of

seats beyond 100, i.e.., bank may

open new centres at new locations.

26 3.3.3

point # 1

17 Bank's Proposed Contact

Center

Does this mean that there would be 300 agents

each at Baroda and Lucknow for handling

inbound and outbound calls. Please confirm if

the split up given in RFP para 3.3.3 is applicable

to both Baroda and Lucknow?

Bank will initially set up one

Contact Centre each at

Baroda and Lucknow, with

initial

seat capacity of 50 (with

scalability to 75), scalable to

300 seats within 3 years.

DC / DR sizing shall be for full

capacity of 600 seats. Sizing at

local centres are already given. It is

clarified here that Baroda & Lucknow

need not house the expansion of

seats beyond 100, i.e.., bank may

open new centres at new locations.


Center

Process definition and manual creation is part of

vendor who will provide agents, manage and run

the centre.

The System Integrator is

expected to draft formal

process manuals and call

flow in coordination with Bank

to handle all operations under

para 3.3.3.

SI may draft the admin manuals

necessary for maintaining the

contact centre system.

28 3.3.1 17 Bank’s Existing IVR

System

Please provide details on the following

1)Existing IVR configuration.

2)Number of IVR ports currently used?

3)Current IVR call volume?

4)Current IVR call handling time.

The above information is required if the solution

is to be integrated with the existing IVR.

Bank’s current phone-banking

solution is built on Servion

system with back-end

integration with Finacle CBS

for fetching the real time

information on customer data.

This information will be shared with

selected vendor as a part of system

AS-IS study.

29 3.4.1 22 Solution Description Do we need to consider any fallback of calls

between Baroda and Lucknow?

Yes




Query

No.



Point


Tender Document

BOB Response

30 3.4.1 22 Solution Description DC- Mumbai,DR (1:1)-Hyderabad, Agent

locations -Baroda and Lucknow.All servers to be

placed at Mumbai. Should the servers be split

across Mumbai and Hyderabad. Please confirm.

Please refer to RFP para 3.4.2

31 3.4.1

point # f

22 Solution Description 1)Would the call be routed based on specific

skills of agents located at the two locations?

2)Would there be any call overflow between

these 2 locations.

Please clarify.

1) Yes.

2) Yes

32 3.4.2 22 Hardware What is the total number of PSTN channels we

need to consider on the voice gateways at

Lucknow and Baroda?

SI to suggest as per best solution

based on business requirements

given in RFP.

33 3.4.2 22 Hardware DoT guidelines does not allow SI to resale or bid

for bandwidth, while Vendor can consult and

support BoB for procurement and management,

the contract would be limited between the

bandwidth provider and BoB.

Bandwidth requirement Bank will take care of only

contractual part. All other remaining

activities relating to procurement and

management of bandwidth

requirements will be the

responsibility of SI.

34 3.4.2

4.17

22,36 Hardware The sizing provided by the Bidder shall based on

the information provided by the Bank in the RFP

and the assumptions/dependencies stated by the

Bidder in the response to the RFP . In the event

any of these assumption or information are not

valid , the Bidder reserves the right to revise the

sizing . In such an event or if the sizing of the

solution components does not fulfill the

requirement provided by the Bank , the Bidder

agrees to discuss in good faith with the Bank ,

the responsibilities and action required to be

taken by each party , to meet such requirement.

The SI is responsible to arrive

at the sizing independently.

The Bank is not responsible

for any assumption made by

the SI with respect to the

sizing. In the event the sizing

quoted by the SI does not

meet the performance /

service levels of the Bank, the

SI will at their cost carry out

the necessary upgrades /

replacements. The Bank will

not pay any additional

amount during the period of

the contract.

Bank has already specified the

Business Req.It is the responsibility

of SI to do the required sizing for

meeting Business requirement.

35 3.4.3 22 Solution Sizing & Licenses Can you provide an approximate surge in call

volume so that the bidder can size for future call

volume projections.

The System Integrator will

size the Contact Centre

solution for the above volume

of transactions.

Refer RFP para 3.3.3.




Query

No.



Point


Tender Document

BOB Response

36 3.4.3 23 Solution Sizing & Licenses All the licenses are required as Enterprise wide

licenses. In a typical call center environment, the

application licenses are based on agents / users.

Please clarify how may incoming, how many

outgoing and how many blended are expected in

the solution?

Please also clarity what exactly the Bank means

by Enterprise Licenses.

Seat allocation for blended (inbound

& outbound & multimedia) agents be

approximated to 20% of seats at any

scale. Remaining 80% of seats

exclusive for inbound. He licenses

shall be based on the above

assumption. Bank would not insist

on enterprise wide license. Appendix

17 Section 1 Application Licenses

Cost - Note added point no 5 as

under:.

"Please mention cost per license

for inbound, outbound and

Blended separately"

37 3.4.4 23 Broad Scope of

Deliverables

Please clarify on the recordings for the IVRS and

outbound automated messages would be

handled by the Bank and the recoded files would

be handed over to the implementation team.

All necessary voice files for IVRS,

outbound, promo etc will be provided

by the bank.


Deliverables

1)Does this mean that Baroda and Lucknow

should be treated as two independent contact

centers?

2)Should we size for Baroda alone to begin with?

3)Can we assume calls to be routed to Baroda or

Lucknow based on agent availability.

Please confirm.

Implementation Strategy: The

responsibility of vendor

extends up to

implementation of Contact

Centre at both locations,

which are planned in a

phased manner, i.e. Baroda

in first phase, followed by

Lucknow.

1) They are different locations of a

single call centre controlled and

maintained by DC / DR.

2) Size for both locations,

3) Yes. Not only based on agent

availability / but also on skill.


Deliverables

To change the current IVR application, we need

the existing code, IVR tool kit name/version.

Integration development and

testing of existing IVR

application (including

modification if necessary.



AS-IS study.




Query

No.



Point


Tender Document

BOB Response


Deliverables

Bidder wishes to clarify that while it can

assist/recommend , the Bank shall be solely

responsible for deterring and procuring the

required regulations/permissions.

• DOT and related

compliance requirements:

The Respondent will remain

as System Integrator for

enabling the Bank in

obtaining the required

licenses for running the

Contact Centre from

concerned Government

Authorities, The Respondent

will recommend necessary

measures to comply with all

the regulations by

Government bodies like

TRAI, DOT, RBI, etc.

including consultancy for

procuring the permissions.





Query

No.



Point


Tender Document

BOB Response

41 3.4.4 Broad Scope of

Deliverables

Does the vendor have to factor cost of licenses? The Bank has existing

arrangement with following:

Microsoft: Server products

and database

Oracle:Technology products

HP : HP software products

like OV Agents, DB SPI,

Radia etc.

1)In case the vendor proposes to

integrate with the systems wherein

Bank has an arrangement Bank will

provide the required licenses. Thus

Vendor does not have to quote for

the licenses for Oracle DB and HP

software mentioned in RFP.

However in case of Microsoft

product vendor is required to quote

for licence cost.The Bank will have

discretion to use/procure these

products under the existing

arrangement at the contract price

with them or prices quoted by the

Vendor whichever is lower.

2)Also vendor will be required to

install, integrate with the systems

and maintain.

3)In case the vendor proposes to

use any other system vendor shall

have to factor the license cost also.

42 3.4.4 Broad Scope of

Deliverables

Can the vendor propose to use Linux system? No . As per Banks policy vendor

need to use Microsoft Windows or

Unix system only.

43 4.3 26 General Features

expected out of a Contact

Centre Solution

What is the split between the agents and

supervisor license at each Lucknow and Baroda

CC locations?

Agent to Supervisor ratio is 9:1.



Centre Solution

IVR needs to access any encryption device to

encrypt / decrypt the TPIN before storing the

same in the TPIN database or the encryption

algorithm needs to be maintained within the IVR

application only?

TPIN Security Business requirement is provided, SI

to provide appropriate solution

considering security/ regulatory

guidelines.



Centre Solution

IVR should be both DTMF and speech

recognition enabled?

DTMF required, Future scalable to

speech recognition.




Query

No.



Point


Tender Document

BOB Response



Centre Solution

How IVR will access ATM Switch? Is it through

an existing ISO 8583 based HTTP interface? Or

this interface needs to be developed?

Through existing ISO 8583



Centre Solution

1) What is the Email server that the bank would

use?

2) Would the customer provide the SMS

gateway?

1) Bank uses MS-Exchange server

for e-mail.

2) Yes.

48 4.6 29 Intractive Voice Response

System (IVR)

Please provide the existing IVR call flow which

will help us to design our IVR call flow.



AS-IS study.


System (IVR)

Any additional IVR functionality expected on the

IVR ? If Yes – details

As per functionality requirements

mentioned under RFP para 4.6 and

the clarifications given under this

document.


System (IVR)

IVR Integration details with the existing business

host – Finacle, Debit card system etc.


selected vendor during

implementation.

51 4.6

Point # f

29 Interactive Voice Reponse

System (IVR)

1)What kind of configuration required at the IVR

level. elaborate?

2)Will the call flows keep changing periodically?

Provide an easy-to-configure

system that enables the

users to change the IVR

tree with no hard coding.

1) SI to suggest

2) Yes

52 4.7 29 Call Logger / Call

Recording

Ex: Please clarify on the duration of the data

retention on the servers at DC. Can it be

archived on a monthly basis and purge from the

server/storage?

Archival and purging policy will be

decided at a later stages considering

regulatory and other requirements.

53 4.7 29 Call logger/Call Recording Do we need to proposed both voice and screen

logging as a part of the proposed solution or only

voice recording?

Voice logging only as of now.

System to be capable of screen

recording also for future.

54 4.7 29 Call logger/Call Recording 1)For what % of calls should voice recording be

done?

2)Would the recording servers be procured by

BoB?

3)For how long should the recordings be

retained?

1) 100 % of voice to be recorded,

2) No it is a part of SI scope

3) Archival and purging policy will be

decided at a later stages considering

regulatory and other requirements.




Query

No.



Point


Tender Document

BOB Response

55 4.7

point # s

30 Call logger/Call Recording 1)Please clarify if any specific customer report is

required.

2)What are the parameters BoB expects to be

captured?

Dashboard Reports and

Standard Report Templates -

Report templates to run

reports by specific queries.

Allows for 3rd party data

access in customer reports.

1 & 2) Bank can specify Report

requirement and parameters only

after UAT with selected Vendor.

56 4.12 32 Non-voice capabilities Scope for integration with Existing FAX solution This information will be shared with


AS-IS study

57 4.12 32 Non-voice capabilities Scope for integration with Existing SMS solution This information will be shared with


AS-IS study

58 4.12 32 Non-Voice capabilities What are the total numbers of Fax/email and

SMS transactions expected.

SI had to make assumption based

on the industry patterns.

59 4.15 34 Security and Privacy Please share the Policy document of BOB which

is referred here

Proposed Contact Centre

solution should be designed

in a way that guarantees that

information is collected

directly from the caller and

should only be used for the

specific purpose for which it

was collected. System

access to information

proprietary to Bank of Baroda

must comply with the

Bank’s privacy and access to

information policy.


selected vendor.

60 4.15 34 Security and Privacy Please share security information policy System access to information

proprietary to Bank of Baroda

must comply with the

Bank’s privacy and access to

information policy


selected vendor.




Query

No.



Point


Tender Document

BOB Response

61 4.17

3rd

Para

35 Hardware Components like HDDs, RPS would be hot

swappable, however processors, memory can

not be hot swappable. The solution will be

designed in active-passive cluster mode, which

makes the need of all components being hot

swappable redundant.

All the components within the

server should be hot

swappable and should incur

no downtime due to

component failure.

SI should ensure no down-time due

to component failure.

62 4.17

point # 3

36 Hardware Does 600 concurrent users means 300 agents

each at Baroda and Lucknow?

The Vendor is expected to

size the hardware to achieve

600 concurrent users BHCC

of 70000.

Yes

63 4.18 36 Internet and Intranet What will be the size of the internet bandwidth at

Lucknow and Baroda

SI to provide adequate bandwidth.

64 4.20 37 Training System Training System: Please clarify the duration of

the training and number of training sessions? In

case the training environment is expected to be

continuous, can it be clubbed with T&D? While

the infrastructure can be maintained, can it be a

train the trainer concept?

30 seats training centre at each

location. Cannot be clubbed with T &

D

65 4.21 37 Diaster Recovery System 1) Our understanding is that bank will provide the

necessary infrastructure like Power, Cooling,

Space in DC, DRC, Baroda and Lucknow. Kindly

confirm on the same.

2) Also bidder will have to build the necessary

new LAN and WAN infrastructure (including

security) along with structured cabling at DC,

DRC, Baroda and Lucknow. Kindly confirm on

the same

Accordingly adequate

redundancy has to be

provided by the System

Integrator to have business

continuity in case of any level

of disaster. The redundancy

has to including but not

limited to the following

equipments /process /

infrastructure: be built up

1)Yes.

2) Yes.

For Clarity: Space at DC ,DR is

physical space NOT Racks.

66 4.21 37 Diaster Recovery System The words "but not limited to" makes the scope

indefinite and open ended. Bank may consider

revising this to ensure that the scope of work is

definite.

For business continuity, a DR

mechanism should exist at

each of the levels but not

limited to the following 3

levels as explained below:

No change in RFP clause.




Query

No.



Point


Tender Document

BOB Response

67 4.22.1 38 Services to be covered Bidder wishes to clarify that while it would

consider and envisage the services that would

be required in the maintenance of the facilities,

the same needs to be okayed by the Bank .In the

event the Bank requires any additional services

over and above the services quoted by the

Bidder , the same may have an additional

commercial impact

The SI needs to consider and

envisage all services that

would be required in the

maintenance of the facilities


68 4.22.1 38 Services to be covered 1) Do you expect the bidder to provide support

for 5 years?. If not, please specify.

2) Please specify if sizing and scalability should

be considered for upto 5 years or 3 years as

mentioned in the RFP

The Bank intends that the

contract with SI shall be for a

period of 5 years (five years)

1) Yes as per RFP

2) Yes, For 3 years as per RFP

69 4.22.2.2 40 Server Management Kindly explain Break-fix support of all

servers (Intel and Unix), and

OS upgrades for servers

supplied by SI.

RFP para 4.22.2 point 3 and 4

stands amended as under: "

• Break-fix support of all servers

(Intel and Unix), and OS upgrades

for servers

supplied by SI.

• SI will support the Bank team to

perform User Administration activity

of admin users as per the Bank

security policy guidelines. SI team

will also take up the User Creation

and Administration activities of

admin users if requested in writing

by the Bank."

70 4.22.3.5 44 Software Maintenance and

Support

Since, it will be difficult to take into consideration

the costs of product upgrades, modifications,

enhancements at the time of proposal

submission, can Respondent propose the prices

exclusive of the cost for product upgrades,

modifications, enhancements within the contract

period? Respondent requests that the cost of

version upgrades or migration should be

determined after the release of such product

upgrades, modifications, enhancements, on the

basis of the mutual discussion and agreement

between the parties.

All product upgrades,

modifications, enhancements

that have to be provided to

the Bank free of charge. The

SI shall implement the new/

enhances version and that

the bank will bear no cost for

migrating the existing

functionality to the

new/enhanced version.





Query

No.



Point


Tender Document

BOB Response

71 4.22.3.6 44 Performance Monitoring &

Tuning

It is mentioned that the performance tuning

exercise can be twice during the contract period

or as and when required. Please specify the

conditions for this and duration. It should be

mutually agreed number of times and duration


72 4.22 Facility Management Storage Tape Library Bank would provide the physical

storage area

73 4.22 Facility Management Encryption of Tapes Bank would expect the tapes to be

encrypted. The vendor is required to

comply with Banks Archival, Purging

& Retention Policy guidelines.

74 4.24 44 Warranty Respondent submits that the provisions

mentioned herein which stipulate for extension of

the warranty period be deleted. Warranty period

will remain fixed. It is hereby clarified that

warranty for 3rd party products will be as

provided by the respective manufacturer.

Respondent will perform services using generally

recognized commercial practices and standards.


75 4.24 45 Warranty Bidder wishes to clarify that unless expressly

authorised in writing by the Bidder , if Bank buys,

any other supplemental hardware

from a third party and installs it within these

machines under intimation to the Vendor, the

warranty of such machines may become void

Warranty should not become

void, if Bank buys, any other

supplemental hardware from

a third party and installs it

within these machines under

intimation to the Vendor.

However, the warranty will not

apply to such supplemental

hardware items installed.





Query

No.



Point


Tender Document

BOB Response

76 5.1.6.12 48 General Bidder wishes to clarify that optional items shall

not be deemed to be quoted , if not expressly

quoted .Bidder also wishes to clarify that since

bandwidth cannot be resold by SI , the same

would need to be directly contracted between the

Bank and the Telco service Provider

In the event the Vendor has

not quoted for any mandatory

or optional items as required

by the Vendor and forming a

part of the RFP document

circulated to

the Vendors and responded

to by the Vendors, the same

will be deemed to be provided

by the Vendor at no extra

cost to the Bank.


77 5.1.6.13 48 General Can the Bank please clarify this requirement?

Respondent hereby submits that since there will

be SLAs defined in the agreement and the

penalty for breach of the SLAs, these provisions

should be deleted.

In the event of any deviations

from the requirements of

these documents, the Vendor

must make good the same at

no extra costs to the Bank, in

order to achieve the desired

service levels as well as

meeting the requirements of

those documents.





Query

No.



Point


Tender Document

BOB Response

78 5.1.7.3

5.1.7.4

49 Price Bids Bidder wishes to clarify that the prices quoted

are exclusive of taxes,duties, levies etc and that

the same shall be charged to the Bank at the

rates applicable at the time of invoicing .Any

modifications to be carried out in order to comply

with any statutory or

regulatory requirements or any industry-wide

changes arising during the

subsistence of the agreement shall be subject to

mutually agreed project change control

procedures and are not deemed included in the

price .Moreover , the bidder wishes to clarify that

it shall take transit insurance on behalf of the

Bank till delivery at site , thereafter the insurance

will be arranged by the Bank .

The prices quoted by the

Vendor shall include all costs

such as, taxes, VAT,

levies, cess, excise and

custom duties, installation,

insurance etc. that need to

be incurred. The prices

quoted will also include

transportation to respective

sites, and insurance till

installation and acceptance of

hardware and

infrastructure. The price

payable to the Vendor shall

be inclusive of carrying out

any modifications changes /

upgrades to the application

and other software or

equipment that is required to

be made in order to comply

with any statutory or

regulatory requirements or

any industry-wide changes

arising during the

subsistence of the

agreement, and the Bank

shall not pay any additional

cost

for the same. Vendor needs

to provide with the details


79 5.1.7.4 50 Price Bids Since the government levies / taxes / cess /

excise / custom duties etc. will be quoted by the

Vendor on the basis of the current rates, and

since the vendor has no visibility of the changes

in future, can the Bank agree that any variation in

Government levies / taxes / cess /excise /custom

duties etc. will be borne by the Bank?

In case of any variation in

Government levies / taxes /

cess /excise /custom duties

etc. which has been included

as part of the price will be

borne by the Vendor.





Query

No.



Point


Tender Document

BOB Response

80 5.1.7.6 50 Price Bids Bidder wishes to clarify that in the event the

Bank fails to pay outstanding amounts , the

Bidder reserves the right to charge late payment

fee on such overdue amounts .

"…..and no

interest will be payable by the

Bank on outstanding amounts

under any

circumstances."


81 5.1.8.5 51 Price Comparisons Please elaborate The Bank will calculate total

cost of ownership for a 5-year

period discounted @ 10%

over the period of the

contract.


82 5.1.8.8,

5.1.8.9.6,

5.3.11

51,72 Price Comparisons Respondent proposes to provide self insurance

equal to the value of the products until delivery of

the products to the Bank, in place of the given

clause. Will this be acceptable to the Bank?

Insurance No change in RFP clauses.

83 5.1.8.9.5 52 Price Comparisons Please elaborate, do you mean 4 5 years plus 90

days?

Comprehensive Insurance to

cover equipment during the

period of the contract and 90

days thereafter;

Please refer to

RFP para 5.1.8.8 for product

insurance and

RFP para 5.3.11 for comprehensive

General Liability Insurance covering

Public Liability, Product Liability and

Professional Indemnity etc.

84 5.2.2 53 Performance Guarantee

and Security deposit

Can the Bank agree to provide reasonable cure

period to the Vendor, prior to termination of the

contract?

As per RFP terms

85 5.2.3.4 54 Re-procurement costs Since there is a provision for penalty for delay,

can the Bank consider deletion of the provision

on re-procurement mentioned herein?


86 5.2.4.21,

5.2.4.22,

5.2.4.26,

5.3.9,

5.3.13

60, 71, 73 Indemnity Can Bank agree to an alternate, equally effective

mechanism, whereby Respondent will defend or

settle third party claims in this regard, in place of

the given provisions?





Query

No.



Point


Tender Document

BOB Response

87 5.2.3.5 54 Others Bidder wishes to clarify that the software and

hardware will meet the specification stated in

the RFP, however Bidder disclaims any warranty

w.r.t fitness for a purpose. Other than the

services expressly specified in the RFP all other

scope shall be subject to mutually agreed project

change control and shall not be deemed

inclusive

The Vendor represents that

all software and hardware to

be supplied in response to

this RFP shall meet the

proposed Vendor solution

requirements…...If any

services, functions or

responsibilities not

specifically described in this

RFP are an inherent,

necessary or customary part

of the deliverables or services

and are required for proper

performance or

provision of the deliverables

or services in accordance

with this RFP, they shall

be deemed to be included

within the scope of the

deliverables or services, as if

such services, functions or

responsibilities were

specifically required and

described in this RFP and

shall be provided by the

Vendor at no additional cost

to the Bank......

Not agreeable.

No change in RFP clause




Query

No.



Point


Tender Document

BOB Response

88 5.2.3.6 55 Others The bidder wishes to state that the softwares

shall be validly licensed. Bidder requests that the

terms " highest industry standards." be replaced

with "generally acceptable industry standards

".Further the Bank shall be responsible for

determining the registrations, permissions or

approvals that are required .

The Vendor shall represent

that the proposed software

solution and its

documentation and/or use of

the same by the Bank shall

not violate or infringe

the rights of any third party or

the laws or regulations under

any governmental

or judicial authority. The

Vendor further represents

that the documentation to be

provided to the Bank shall

contain a complete and

accurate description of the

software, hardware and other

materials and services (as

applicable), and shall

be prepared and maintained

in accordance with the

highest industry standards.

The Vendor represents and

agrees to obtain and maintain

validity throughout

the project, of all appropriate

registrations permissions and

approvals, which

are statutorily required to be

obtained by the Vendor for

performance of the

Not agreeable.





Query

No.



Point


Tender Document

BOB Response

89 5.2.3.7 55 Others Bidder wishes to clarify that it would reserve the

right to suggest deviations to such terms and in

the event of award , the deviations will be

mutually discussed and an agreement reached

All terms and conditions,

payments schedules, time

frame for implementation,

expected service levels as

per this Tender will remain

unchanged unless

explicitly communicated by

the Bank in writing to the

Vendor. The Bank shall

not be responsible for any

judgments made by the

Vendor with respect to any

aspect of the Assignment.

The Vendor shall at no point

be entitled to excuse

themselves from any claims

by the Bank whatsoever for

their deviations in confirming

to the terms and conditions,

payments schedules,

expected service levels, time

frame for implementation etc.

as mentioned in this RFP.

Not agreeable.


90 5.2.4.5 56 Please elaborate? Product Benchmark

Certificate





Query

No.



Point


Tender Document

BOB Response

91 5.2.4.21 59 Other RFP requirements Bidder requests deletion of "vicarious liability " The Vendor is responsible for

managing the activities of its

personnel or the

personnel of its

subcontractors/franchisees

and will be accountable for

both. The Vendor shall be

vicariously liable for any acts,

deeds or things done by their

employees, agents,

contractors, subcontractors,

and their employees and

agents, etc. which is outside

the scope of power vested or

instructions issued

by the Bank. Vendor shall be

the principal employer of the

employees, agents,

contractors, subcontractors

etc. engaged by Vendor and

shall be vicariously

liable for all the acts, deeds or

things, whether the same is

within the scope of

power or outside the scope of

power, vested under the

purchase contract to be

issued for this Tender.


92 5.2.4.22,

5.2.4.26

60 Other RFP requirements Bidder wishes to delete this as these are indirect

damages

However indemnity

would cover damages, loss or

liabilities suffered by the Bank

arising out of

claims made by its customers

and/or regulatory authorities.





Query

No.



Point


Tender Document

BOB Response

93 5.2.6.7 64 Confidentiality Bidder request deletion of this clause The Vendor must understand

that breach of the

confidentiality Article by the

Bank shall not be construed

as material breach for the

purposes of this Tender.


94 5.3.15 75 Escrow Mechanism Bidder requests deletion of this clause The Bank and the Vendor

shall agree to appoint an

escrow agent to provide

escrow mechanism for the

deposit of the source code for

the application software

productsupplied/procured by

the Vendor to the Bank in

order to protect its interests in

an eventual situation. In case

of a disagreement between

the Bank and the Vendor

regarding appointment of an

escrow agent, the Bank shall

appoint an escrow agent in its

entire discretion which shall

be final and binding on the

Vendor. The Bank and the

Vendor shall enter into a

tripartite escrow agreement

with the designated escrow

agent, which will set out, inter

alia, the events of the release

of the source code and the

obligations of the escrow

agent. Costs for the Escrow

will be borne by the Vendor.

As a part of the escrow

arrangement, the final

selected Vendor is also





Query

No.



Point


Tender Document

BOB Response

95 5.3.2 64 Ownership, Grant and

Delivery

Respondent agrees to facilitate license

agreements between Bank and other third party

software vendors. However, it is clarified that

supply of such third party software shall at all

times be governed by the terms of the applicable

procurement or license agreements of the third

party software vendors. The terms and

restrictions pertaining to Use, Copy, Interface,

delivery of versions and documentation and

other rights shall be as prescribed by the third

party software vendors. Will this be acceptable to

the Bank?


96 5.3.12,

5.3.31,

5.3.37

73, 82, 84 Order Cancellation;

Exit Option and contract re-

negotiation;

Termination

Respondent agrees to Bank’s termination only in

the event of a material breach of the contract.

Even in such circumstances, Respondent shall

be given notice and a 90 days cure period to set

right any material breach on its part. Respondent

hereby submits that the provisions pertaining to

refund be removed.


97 5.3.26 80 Vendor’s liability Respondent submits that the aggregate liability

of Respondent be limited to the amount paid for

the particular hardware / software that is subject

of the claim; or the payments received in the

preceding 12 months, if the claim relates to

services. Besides, Respondent submits that the

exclusions to liability limits be restricted to bodily

injury and death only.


98 5.3.22,

4.6.4

79 Confidentiality Bidder requests that the confidentiality

obligations be for a period of two years from

initial disclosure

The confidentiality obligations

shall survive the expiry or

termination of the

agreement between the

Vendor and the Bank





Query

No.



Point


Tender Document

BOB Response

99 5.3.26 80 Vendor’s liability 5.3.26 Vendor’s liability

The Vendors aggregate liability in connection

with obligations undertaken as a part of the

Centralized Banking Project regardless of the

form or nature of the action giving rise to

such liability (whether in contract, tort or

otherwise), shall be at actual and limited to the

value of the contract. The Vendors liability in

case of claims against the Bank resulting

from misconduct or gross negligence of the

Vendor, its employees and subcontractors that

results in bodily injury/damage to tangible

property or from infringement of patents,

trademarks, copyrights or breach of

confidentiality obligations shall be unlimited.

In no event shall the either Party be liable for

any indirect, incidental or consequential

damages or liability, under or in connection with

or arising out of this Tender and subsequent

agreement or the hardware or the software

delivered hereunder, howsoever such liability

may arise

5.3.26 Vendor’s liability

The Vendors aggregate

liability in connection with

obligations undertaken as a

part of the Centralized

Banking Project regardless of

the form or nature of the

action giving rise to

such liability (whether in

contract, tort or otherwise),

shall be at actual and limited

to the value of the contract.

The Vendors liability in case

of claims against the Bank

resulting from misconduct or

gross negligence of the

Vendor, its employees and

subcontractors or

from infringement of patents,

trademarks, copyrights or

such other Intellectual

Property

Rights or breach of

confidentiality obligations

shall be unlimited.

The Bank shall not be held

liable for and is absolved of

any responsibility or

claim/litigation arising out of

the use of any third party


100 6.2 92 Evaluation Methodology

for Eligible Bidders

We request bank to consider revising the

technical weightage to 70% & commercial at

30% so as to ensure technically sound & resilient

solution offered.


101 6.4 Weigted Evaluation In case of more than one vendor

with equal highest score (S) upto

four decimals, then the number of

decimals will be increased for

evaluation.




Query

No.



Point


Tender Document

BOB Response

102 Annexure 02 Annexure 02 In Annexure 02 under Internal

Interfaces Required : add following

in Phase 2

- SMS Gateway and

- E-mail (MS Exchange)

103 Appendix 02 1 Appendix 02: Eligibility

Criteria Compliance

Bidder submits that the clause should be revised

to "Should have the experience of implementing

Contact Centre Solution (both inbound and

outbound, including interfaces with at least CRM,

IVRS) constituting an aggregate of 500+ seats in

at least 2 entities, during last three financial

years."

Appendix 02 Eligibility Criteria

Compliance: Should have the

experience of implementing

Contact Centre Solution (both

inbound and outbound,

including interfaces with at

least CRM, IVRS) constituting

an aggregate of 500+ seats in

at least 2 entities in

BFSI/Telecom sectors in

India, during last three

financial years.


104 Appendix 02 2 Appendix 02: Eligibility

Criteria Compliance

Bidder submits that the clause should be revised

to "Should have had experience in managing

Contact Centre Solution (including interfaces

with CRM IVRS) constituting an aggregate of

500+ seats These projects should be ongoing

project as on date of Bid." Also bidder submits

that bank should accept that this clause can be

fulfilled by prime bidder or consortium partner.

Appendix 02 Eligibility Criteria

Compliance: Should have

had experience in managing

Contact Centre Solution

(including interfaces with

CRM IVRS) constituting an

aggregate of 500+ seats in at

least 2 entities in

BFSI/Telecom sectors in

India. These projects should

be ongoing project as on date

of Bid.

Appendix 02 point 14 column

"Criteria to be met by" is modified as

"Prime Bidder or Consortium

Partner"




Query

No.



Point


Tender Document

BOB Response

105 Appendix 02 Appendix 02: Eligibility

Criteria Compliance

This is not part of contact center solution. Hence

request clarification why and if this is required.

Should have experience in

supply, installation and

commissioning of networking

& security components such

as routers, switches, firewalls,

IPS/IDS in at least 2

scheduled

commercial banks.


106 Appendix 02 Appendix 02: Eligibility

Criteria Compliance

This is not part of contact center solution. Hence

request clarification why and if this is required.

Experience in commissioning

& maintaining network

comprising of Leased Links

and/or MPLS for at least 500

locations in a single

organisation.

Appendix 02 point 11 stands

modified as under :

"Experience in commissioning &

maintaining network comprising of

Leased Links and/or MPLS."

107 Appendix 07

point # 1.16

2 Appendix 07 Functional

RFP B

Details of call force handling Appendix 07 point 1.16 stands

deleted. RFP para 4.4 point k stands

deleted.

108 Appendix 07

point # 1.17


RFP B

Details of Exception reports Extraordinary behavioral reports vis

a vis average terms - AHT.

109 Appendix 07

point # 1.19


RFP B

Details of Remote Diagnostics Agent desktop and functioning to be

monitored from remote location like

DC or DR.

110 Appendix 07

point # 1.20


RFP B

Details of Memory Protection While transferring / conferencing the

all, the interaction history will need to

get popped up and maintained.

CTI

111 Appendix 07

point # 2.08


RFP B

Details of Intelligent transfer of calls Skill based routing and consultative

transfers.

112 Appendix 07

point # 2.09


RFP B

What we mean by transferring two call together

& report state of each call to the application?

Appendix 07 point 2.09 stands

deleted. RFP para 4.5 point e stands

deleted.

113 Appendix 07

point # 2.16


RFP B

Is this chat engine required from vendor or oracle

will provide this feature on agent desktop?

Vendor

IVR

114 Appendix 07

point # 3.05


RFP B

Number of ASR required on Speech engine. System to support such ASR at

mature stage.




Query

No.



Point


Tender Document

BOB Response

115 Appendix 07

point # 3.07


RFP B

Details of support message scheduling. Appendix 07 point 3.07 stands

deleted. RFP para 4.6 point g stands

deleted.

116 Appendix 07

point # 3.09

Appendix 07 Functional

RFP B - Requirement 3.09

Elaborate the requirement.

What is the usage details referred here?

What has to be shared to the other solutions?

The IVR solution should have

an interface through which

usage details can be shared

with other solutions.

Generate soft reports.

Logger

117 Appendix 07

point # 4.15


RFP B

Please clarify cradle to grave functionality ?

Does this mean bank should be able to record

the calls from start till the end?

Should be able to provide

Cradle to grave functionality –

ability to track the call from

the moment agent answered

until the customer ends the

call.

Ability to track the call from IVR till

the customer ends the call at the

Agent. Appendix 07 point 4.15

stands corrected to this extent.

Scripting

118 Appendix 07

point # 6.01


RFP B

Is this for inbound or outbound or for both of

them?

Outbound

Non-voice Capabilities

119 Appendix 07

point # 10.05


RFP B

Need clarification- email body or subject. Both

120 Appendix 17 Appendix 17 Last line, Point no. 4 in comments is

deleted.



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