General items

This schedule summarizes all the ICT requirements which are provided by Supplier as well as operating systems which need to be provided by Supplier.

Connectivity

Supplier will provide international and domestic connectivity with following specifications

  1. Ensure best latency for the connectivity to support the quality requirement of the service provided.
  2. Ensure 99.99- % uptime for the service by protecting connectivity using fully diverse and reliable connectivity and Equipment.
  3. Ensure there are no single point of failure for connectivity and associated network equipment
  4. Offshore connectivity should be diversified via minimum two different submarine cable systems
  5. Ensure enough bandwidth margin to maintain quality of the service all the time.
  6. Supplier along with its connectivity vendor(s) should manage the delivery and service assurance of the connectivity
  7. Supplier should submit monthly performance report of connectivity to EITC
  8. Ensure connectivity, associate equipment and its use are as per the regulatory framework of respective countries

Call and data connectivity

The Services shall be provided with the following connectivity structure.

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  1. EITC will host ACD (automatic call distributor) / PBX (private branch exchange) services and call center agent reporting application environments;
  2. Supplier will host the recording environment and EITC will ensure CTI (computer telephony integration) feed-in to this recording environment for voice recording;
  3. Voice will run over VOIP;
  4. IVR (integrated voice recording) will be hosted and managed by EITC. Supplier will get calls post the IVR treatment;
  5. All agent / hierarchy ACD licenses will be provided by EITC to Supplier;