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EU TendersKõnekeskuse teenuse ostmine Maksu- ja Tolliametile
Title in Estonian as published on TED.
Contract award notice published on TED on 25 Aug 2026 by Riigi Tugiteenuste Keskus (Estonia), CPV 79512000 Call centre. Awarded to Telia Eesti AS for EUR 110,000.
| Notice | 586015-2026 (can-standard) |
|---|---|
| Status | Contract award |
| Published | 25 Aug 2026 |
| Buyer | Riigi Tugiteenuste Keskus, Tallinn |
| Country | Estonia |
| Main CPV | 79512000-6 Call centre |
| Contract type | services |
| Procedure | open |
| Awarded value | EUR 110,000 |
| Tenders received | 1 |
| Award decision | 4 Aug 2026 |
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Description
Maksu- ja Tolliamet (MTA) soovib perioodiks 14.08.2026-31.07.2029 hankida kõnekeskuse terviklahenduse, mis võimaldab hallata sisenevaid ja väljuvaid kõnesid, e-kirju ning SMS-teavitusi, sh massteavitust kõne ja/või SMS-i kaudu. Kõnekeskus on teemapõhine: igal teemal on eraldi infoliin, millele saabunud kõned suunatakse vastavasse järjekorda. Iga järjekorda teenindab kindel agentide grupp; agendid võivad kuuluda mitmesse gruppi korraga. Agendid töötavad üle Eesti, kas eraldi kõnekeskuse ruumides või oma töökohal. Töö toimub vahetustes, mistõttu sama töökohta kasutab ajagraafiku alusel mitu agenti. Kõnekeskuse tööaeg on E-N kl 9.00-16.30 ja R kl 9.00-15.30. Aastas teenindatakse kuni 300 000 klienti; kõnede maht ühes kuus jääb vahemikku 13 000-50 000. Tipphetkedel võib samaaegselt ühendust võtta ligikaudu 1500 klienti. / Kõrvaldamise alused ja kvalifitseerimistingimused: Vaata hanke alusdokumentidest
Lots (1)
| Lot | Title | Estimated value | Deadline |
|---|---|---|---|
| LOT-0000 | Kõnekeskuse teenuse ostmine Maksu- ja Tolliametile |
Winners
- Telia Eesti AS Tallinn, Estonia, size: large
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