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España - Centro de llamadas - Servicio de Contact Center omnicanal, en fase piloto, para atender las consultas de naturaleza consular de los ciudadanos

Closed Contract notice

Key facts

Closed
Estimated value
€3,936,777
Buyer
Junta de Contratación del Ministerio de Asuntos Exteriores, Unión Europea y Cooperación
Where
Spain Comunidad de Madrid
Procedure
Open procedure Anyone may submit a bid, in one step, with no pre-selection. Full entry Above the EU threshold A contract large enough that EU-wide rules apply and it must be published on TED. Full entry
CPV code The EU's common vocabulary for what is being bought: an eight-digit code every notice carries. Full entry
79512000 Call centre
Original language
Spanish
Source
via TED - Tenders Electronic Daily (Publications Office of the EU), verified 1 month ago
Notice number
329809-2026
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  1. Published
  2. Deadline open for 19 days
  3. Awarded pending

Description

El objeto del contrato es la prestación de un servicio integral de Contact Center que atienda de forma centralizada todas las consultas relacionadas con crisis y emergencias que reciben las oficinas consulares (178 oficinas ubicadas en 115 países) de los ciudadanos y atienda, en fase piloto, a un volumen reducido de consultas sobre información general. La empresa adjudicataria deberá asignar los recursos humanos necesarios (teleoperadores, coordinadores, supervisores, responsables de formación y de calidad, entre otros perfiles) así como los medios materiales imprescindibles (ordenadores personales con sus licencias de software correspondientes, acceso a Internet, entre otros) para atender el volumen de consultas de los ciudadanos establecido para cada uno de los canales y garantizar el cumplimiento de las cláusulas y acuerdos de nivel de servicio (en adelante ANS) previstos en los pliegos durante todo el período de ejecución del contrato. El servicio se prestará sobre una plataforma tecnológica de Contact Center-CRM de mercado que el MAUC tendrá en funcionamiento en una nube pública al inicio del contrato.

Official source

Source: TED - Tenders Electronic Daily (Publications Office of the EU)

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Last verified against TED - Tenders Electronic Daily (Publications Office of the EU) 1 month ago

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  1. Act now
    • Estimated value: Set to €3,936,777
    • Submission deadline: Brought forward by 1 day: now June 1, 2026, 00:00
    • Estimated value: Set to €3,936,777

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Market context

Avg. open tender · Business services
€24,236,732
5,859 open across Europe right now 84% below sector average
Buyer track record on Aperlena
36 notices tracked · 16 awarded
€11,584,697 in awarded contracts

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