Telia won the procurement when Cassiopeia IT chose a contact center platform for five municipalities in Uppland county. Cassiopeia is a joint IT committee for the municipalities of Tierp, Östhammar, Älvkarleby, Knivsta and Heby with the aim of “enabling better coordination of resources, reducing vulnerability and building a more modern and robust digital infrastructure.”
The agreement on “Communication solutions” (call-off KK19) was procured in the spring and an agreement was signed in the middle of the summer. The delivery project is underway and Telia will deliver both a new cloud exchange, contact center and other services to four municipalities this autumn. Östhammar municipality will enter the solution in the spring of 2021.
In the procurement, there were some 250 requirements for phone operators and administrators, and Telia will deliver a complete ACE solution to create the very best conditions for the municipalities to meet their residents. Stage 1, which will be delivered in full this autumn, includes the telephony, e-mail, chat and Facebook contact channels. Integration with ticketing system and an FAQ function are examples of other deliverables that may become reality when stage 1 is completed.
Telia’s offer included:
- Touchpoint Plus – approx. 4200 extensions, of which approx. 3850 are mobile extensions.
- Telia ACE – approx. 60 agents split into chat, email, voice and Facebook interactions
- Standalone mobiles – about 400 pcs
- Mobile broadband – about 480 pcs
- Telematics / M2M – about 40 pcs
More about the Cassiopeia project and the municipalities’ joint initiative can be found on the administration portal (in Swedish) itcentrum.se/om-it-centrum/.
