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Mise à niveau et exploitation de la solution de centre d’appels PSPCL

Dy CE IT A and PMIndeClôturé

Le corrigendum V a prolongé la date limite du 28 octobre 2026 à 10 h 00 et l’ouverture à 11 h 30 au 4 novembre à 11 h 00 et 12 h 00. La page actuelle et le corrigendum concordent sur les nouvelles dates. L’heure normale de l’Inde (UTC+05:30) s’applique.

Date limite de remise des offres
05:30 · UTC
Montant du marché
Non précisé dans l’avis
Classification
Informatique, logiciels et télécommunications
Publié le
29 septembre 2026

eProcurement System Government of Punjab

Vue d’ensemble

La Punjab State Power Corporation Limited recherche un prestataire pour moderniser sa solution de centre d’appels et fournir, gérer et maintenir l’infrastructure et les services nécessaires. La page publique actuelle fixe la remise des offres au 4 novembre 2026 à 11 h 00, heure normale de l’Inde (UTC+05:30), et l’ouverture à 12 h 00. Le corrigendum V a prolongé les dates initiales du 28 octobre. La clarification publique confirme quatre serveurs CTI, bien qu’un formulaire de prix en mentionne un, et le procès verbal public de la réunion préalable précise les conditions d’éligibilité, de livraison, de personnel, d’intégration et de technologie. Le portail indique 2 950 INR de frais d’appel d’offres et 10 000 INR de frais de traitement, une EMD de 2 000 000 INR avec possibilité d’exemption et sans exemption des frais d’appel d’offres, une validité de 120 jours et aucune valeur ou durée de marché renseignée.

Informations fondées sur l’avis public

Questions sur cet appel d’offres

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Ce dont l’acheteur a besoin

Moderniser la solution de centre d’appels existante et fournir, gérer et maintenir l’infrastructure et les services, y compris l’intégration aux systèmes PSPCL, la téléphonie et les équipements CTI ainsi qu’une fonction de réservation par Agentic AI.

  • Le soumissionnaire doit avoir déposé les déclarations d’impôt sur le revenu de l’entreprise et de ses administrateurs, associés ou propriétaire pour les trois derniers exercices, avec les copies auto certifiées demandées.
  • Une déclaration du signataire autorisé attestant l’absence de défaut concernant la GST et la taxe sur les services pendant les cinq dernières années ou selon le cas doit être attestée par un Executive Magistrate. Un soumissionnaire ayant auparavant omis d’exécuter un ordre de travaux de PSPCL ou ayant été inscrit sur la liste noire de PSPCL est inéligible.
  • Les services doivent commencer dans les 30 jours suivant l’émission de l’ordre de travaux.
  • Une démonstration en temps réel de l’Agentic AI pour la réservation conforme aux exigences DISCOM doit avoir lieu au bureau de PSPCL après l’ouverture des offres et avant l’évaluation technique. Un délai de préparation raisonnable sera accordé aux soumissionnaires.
  • L’ingénieur informatique CTI doit être diplômé en informatique et suffisamment expérimenté pour résoudre de façon autonome les problèmes matériels et logiciels et coordonner le travail quotidien avec les opérateurs du centre d’appels.
  • La solution de téléphonie doit disposer, au moment de l’offre, des certifications valides ISO 27001:2013, ISO 9001:2015, ISO 14001, ISO 18295-1:2017, ISO 20000-1:2018, ISO 45001:2018 et ISO 50001:2018, ainsi que du niveau CMMI 3 ou supérieur. La demande visant à rendre ISO 50001 facultative a été rejetée.
  • Le soumissionnaire doit avoir réalisé au moins deux projets de service clientèle omnicanal dans le secteur électrique pour des services publics gouvernementaux, semi gouvernementaux ou privés. L’expérience exigée porte sur des centres d’appels d’au moins 120 postes, fonctionnant 24 heures sur 24 et disposant de 150 canaux IVRS opérationnels. L’expérience directe ou par BPO est acceptée. La demande de réduire l’exigence à un seul projet a été rejetée.
  • Le système modernisé doit s’intégrer séparément aux modules de PSPCL. La mise en œuvre ERP ne relève pas du présent marché. PSPCL fournit son CRM et les numéros d’enregistrement IVRS; le prestataire assure l’intégration au CRM. PSPCL fournit l’UPS et l’alimentation électrique, tandis que le prestataire fournit la liaison SIP et une EPABX compatible SIP.
  • Le procès verbal mentionne 100 appels IA simultanés pour le débordement, jusqu’à 1 000 appels simultanés et jusqu’à 136 000 appels par jour dans les volumes historiques. Pendant la basse saison, la moyenne était de 30 000 appels par jour. Ces chiffres sont des volumes rapportés, pas des minimums garantis; aucune répartition par langue n’a été fournie.
  • Les licences PARTH équivalentes sont acceptées. Le matériel peut dépasser la configuration indiquée, mais ne peut pas lui être inférieur.
  • Le soumissionnaire doit être le fabricant d’origine du logiciel de centre d’appels, de l’ACD, de l’IVR, des technologies d’IA (LLM, ASR et TTS) et de la passerelle média. Il doit fournir un certificat NSIC mentionnant ces produits ainsi qu’une passerelle média certifiée TEC-ER.
  • Le portail prévoit trois enveloppes à téléverser : preuve PDF du paiement des frais et de l’EMD; documents PDF de préqualification et techniques, y compris les annexes de la section VI et les pièces visées aux clauses 1.3 et 2.71; puis offre financière indiquant le prix total avec GST au format XLS et le BOQ complémentaire de la section VII au format RAR. Le paiement s’effectue en ligne par Online Bankers; SBI est indiqué.
  • L’Agentic AI doit prendre en charge le pendjabi, l’hindi et l’anglais.

Détails du marché

Acheteur
Dy CE IT A and PM
Pays
Inde
Procédure
Non précisé dans l’avis
Classification
Informatique, logiciels et télécommunications
Référence de l’avis
SbvMsuOSXnfe78LQ3/xzX8Q==
Référence du marché
364/18/CSIT-2026, marché 2026_POWER_176419_1
Service acheteur
Dy CE IT A and PM, IT Wing PSPCL Head Office Patiala
Date limite actuelle
4 novembre 2026 à 11 h 00, heure normale de l’Inde (UTC+05:30)
Ouverture des offres
4 novembre 2026 à 12 h 00, heure normale de l’Inde (UTC+05:30)
Modification des dates
Le corrigendum V indiquait auparavant le 28 octobre 2026 à 10 h 00 pour la remise et 11 h 30 pour l’ouverture. Il prolonge ces dates au 4 novembre à 11 h 00 et 12 h 00.
Quantité de serveurs CTI
Quatre serveurs CTI. La clarification demande de chiffrer quatre serveurs même si le formulaire de prix en mentionne un.
Frais de soumission
2 950 INR de frais d’appel d’offres plus 10 000 INR de traitement, soit 12 950 INR; l’exemption des frais d’appel d’offres n’est pas autorisée.
Garantie de soumission
EMD de 2 000 000 INR; une exemption est autorisée.
Validité de l’offre
120 jours.
Volumes d’appels rapportés
Le procès verbal mentionne 100 appels IA simultanés pour le débordement, jusqu’à 1 000 appels simultanés et 136 000 appels par jour dans l’historique. Pendant la basse saison, la moyenne était de 30 000 appels par jour. Il s’agit de volumes rapportés et non de minimums garantis.

Points à vérifier dans les documents du marché

  • Le portail indique NA pour la valeur du marché.
  • Le portail indique NA pour la durée des travaux.
  • Aucune attribution n’est affichée sur la page publique.
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Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services

eProcurement System Government of Punjab eProcurement System Screen Reader Access 16-Oct-2026 Search | Active Tenders | Tenders by Closing Date | Corrigendum | Results of Tenders « Intimation Regarding Bidder Registration Charges « Intimation Regarding Payment through NEFT / RTGS Mode « Intimation Regarding Payment of Online Fees MIS Reports Tenders by Location Tenders by Organisation Tenders by Classification Tenders in Archive Tenders Status Cancelled/Retendered Downloads Debarment List Announcements Recognitions Site compatibility View More Details Tender Details Basic Details Organisation Chain Department of Power||Punjab State Power Corporation Limited||IT Organization||CS and IT Implementation Tender Reference Number 364/18/CSIT-2026 Tender ID 2026_POWER_176419_1 Withdrawal Allowed Yes Tender Type Open Tender Form Of Contract Tender cum Auction Tender Category Services No. of Covers 3 General Technical Evaluation Allowed No ItemWise Technical Evaluation Allowed No Payment Mode Online Is Multi Currency Allowed For BOQ No Is Multi Currency Allowed For Fee No Allow Two Stage Bidding No Payment Instruments Online Bankers S.No Bank Name 1 SBI Bank Covers Information, No. Of Covers - 3 Cover No Cover Type Description Document Type 1 Fee Upload proof of having deposited tender fee and EMD .pdf 2 PreQual/Technical Upload all the required Annexures of Section-VI of tender enquiry .pdf Upload all the required documents as per clause 1.3 and 2.71 .pdf 3 Finance Only the total price with GST has to be entered by the bidder .xls Upload additional BoQ sheet as per Section-VII of tender enquiry .rar Tender Fee Details, [Total Fee in ₹ * - 12,950] Tender Fee in ₹ 2,950 Processing Fee in ₹ 10,000 Fee Payable To Nil Fee Payable At Nil Tender Fee Exemption Allowed No EMD Fee Details EMD Amount in ₹ 20,00,000 EMD Exemption Allowed Yes EMD Fee Type fixed EMD Percentage NA EMD Payable To Nil EMD Payable At Nil Work Item Details Title Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services Work Description Tender Enquiry for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services NDA/Pre Qualification As per clause 1.3 of tender enquiry Independent External Monitor/Remarks NA Tender Value in ₹ NA Product Category Miscellaneous Services Sub category NA Contract Type Tender Bid Validity(Days) 120 Period Of Work(Days) NA Location Ludhiana Pincode 141003 Pre Bid Meeting Place NA Pre Bid Meeting Address NA Pre Bid Meeting Date NA Bid Opening Place Ludhiana Should Allow NDA Tender No Allow Preferential Bidder No Tenderer Class Not Applicable Critical Dates Published Date 29-Sep-2026 01:00 PM Bid Opening Date 28-Oct-2026 11:30 AM Document Download / Sale Start Date 29-Sep-2026 01:00 PM Document Download / Sale End Date 28-Oct-2026 10:00 AM Clarification Start Date NA Clarification End Date NA Bid Submission Start Date 29-Sep-2026 02:00 PM Bid Submission End Date 28-Oct-2026 10:00 AM Tenders Documents NIT Document S.No Document Name Description Document Size (in KB) 1 Tendernotice_1.pdf Tender Notice for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services 424.36 Download as zip file Work Item Documents S.No Document Type Document Name Description Document Size (in KB) 1 Tender Documents DNIT.pdf Tender Specifications for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services 1075.04 2 BOQ BOQ_359223.xls Price Bid for RA 318.50 3 Additional Documents AdditionalPriceBid.rar Additional Price Bid 13.43 Latest Corrigendum List S.No Corrigendum Title Corrigendum Type View 1 Proceeding of Pre Bid Meet- Clarification/Response to queries for the reference of all perspective bidders Other Tender Inviting Authority Name Dy CE IT A and PM Address Dy CE IT A and PM IT Wing PSPCL Head Office Patiala Back Visitor No:4313227 Contents owned and maintained by the respective Government Departments/Organisation. Designed, Developed and Hosted by National Informatics Centre Version : 1.09.24 07-Sep-2026 (c) 2017 Tenders NIC, All rights reserved. Site best viewed with a screen resolution 1920 x 1080. Portal policies CURRENT OFFICIAL PORTAL DETAIL, retrieved 3 November 2026 Tender Details Basic Details Organisation Chain Department of Power||Punjab State Power Corporation Limited||IT Organization||CS and IT Implementation Tender Reference Number 364/18/CSIT-2026 Tender ID 2026_POWER_176419_1 Withdrawal Allowed Yes Tender Type Open Tender Form Of Contract Tender cum Auction Tender Category Services No. of Covers 3 General Technical Evaluation Allowed No ItemWise Technical Evaluation Allowed No Payment Mode Online Is Multi Currency Allowed For BOQ No Is Multi Currency Allowed For Fee No Allow Two Stage Bidding No Payment Instruments Online Bankers S.No Bank Name 1 SBI Bank Covers Information, No. Of Covers - 3 Cover No Cover Type Description Document Type 1 Fee Upload proof of having deposited tender fee and EMD .pdf 2 PreQual/Technical Upload all the required Annexures of Section-VI of tender enquiry .pdf Upload all the required documents as per clause 1.3 and 2.71 .pdf 3 Finance Only the total price with GST has to be entered by the bidder .xls Upload additional BoQ sheet as per Section-VII of tender enquiry .rar Tender Fee Details, [Total Fee in ₹ * - 12,950] Tender Fee in ₹ 2,950 Processing Fee in ₹ 10,000 Fee Payable To Nil Fee Payable At Nil Tender Fee Exemption Allowed No EMD Fee Details EMD Amount in ₹ 20,00,000 EMD Exemption Allowed Yes EMD Fee Type fixed EMD Percentage NA EMD Payable To Nil EMD Payable At Nil Work Item Details Title Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services Work Description Tender Enquiry for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services NDA/Pre Qualification As per clause 1.3 of tender enquiry Independent External Monitor/Remarks NA Tender Value in ₹ NA Product Category Miscellaneous Services Sub category NA Contract Type Tender Bid Validity(Days) 120 Period Of Work(Days) NA Location Ludhiana Pincode 141003 Pre Bid Meeting Place NA Pre Bid Meeting Address NA Pre Bid Meeting Date NA Bid Opening Place Ludhiana Should Allow NDA Tender No Allow Preferential Bidder No Tenderer Class Not Applicable Critical Dates Published Date 29-Sep-2026 01:00 PM Bid Opening Date 04-Nov-2026 12:00 PM Document Download / Sale Start Date 29-Sep-2026 01:00 PM Document Download / Sale End Date 04-Nov-2026 11:00 AM Clarification Start Date NA Clarification End Date NA Bid Submission Start Date 29-Sep-2026 02:00 PM Bid Submission End Date 04-Nov-2026 11:00 AM Tenders Documents NIT Document S.No Document Name Description Document Size (in KB) 1 Tendernotice_1.pdf Tender Notice for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services 424.36 Download as zip file Work Item Documents S.No Document Type Document Name Description Document Size (in KB) 1 Tender Documents DNIT.pdf Tender Specifications for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services 1075.04 2 BOQ BOQ_359223.xls Price Bid for RA 318.50 3 Additional Documents AdditionalPriceBid.rar Additional Price Bid 13.43 Latest Corrigendum List S.No Corrigendum Title Corrigendum Type View 1 Corrigendum-V Date 2 Clarification regarding qty. of CTI Server Other Tender Inviting Authority Name Dy CE IT A and PM Address Dy CE IT A and PM IT Wing PSPCL Head Office Patiala PUBLIC CORRIGENDUM V RECORD Published Corrigendum Details Date : 03-Nov-2026 10:26 PM Print Organisation Chain : Department of Power||Punjab State Power Corporation Limited||IT Organization||CS and IT Implementation Tender ID : 2026_POWER_176419_1 Tender Ref No : 364/18/CSIT-2026 Tender Title : Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services Corrigendum Type : Date Corrigendum:1 Corrigendum Title Corrigendum Description Published Date Document Name Doc Size(in KB) Corrigendum-V Extension in due date and time of tender 28-Oct-2026 09:48 AM corrigendumV.pdf 141.11 Critical Dates Publish Date 29-Sep-2026 01:00 PM Bid Opening Date 04-Nov-2026 12:00 PM Document Download/Sale Start Date 29-Sep-2026 01:00 PM Document Download/Sale End Date 04-Nov-2026 11:00 AM Clarification Start Date NA Clarification End Date NA Bid Submission Start Date 29-Sep-2026 02:00 PM Bid Submission End Date 04-Nov-2026 11:00 AM Details Before Corrigendum Critical Dates Publish Date 29-Sep-2026 01:00 PM Bid Opening Date 28-Oct-2026 11:30 AM Document Download/Sale Start Date 29-Sep-2026 01:00 PM Document Download/Sale End Date 28-Oct-2026 10:00 AM Clarification Start Date NA Clarification End Date NA Bid Submission Start Date 29-Sep-2026 02:00 PM Bid Submission End Date 28-Oct-2026 10:00 AM PUBLIC CLARIFICATION REGARDING QUANTITY OF CTI SERVER Punjab State Power Corporation Limited O/o Chief Engineer/IT, (Dy.CE /IT, A &PM ) CIN No. U40109PB2010SGC033813, website: www.pspcl.in Corrigendum-IV It has been referred by some prospective bidders that the quantity of CTI servers is 4 nos in BOQ as mentioned in Section VII of Tender Enquiry (Page no. 58) but inadvertently it has been mentioned 1 no. in the price bid (Sr no. 1). So against Serial no. 1 of the price bid you should quote the price for 4 nos CTI servers so that the total cost is for 4 nos servers. -sd- Dy. CE/IT A & PM PSPCL, Patiala PUBLIC PROCEEDINGS OF PRE-BID MEETING Anexure-L Name of firm: M/s Cyfuture India Pvt Ltd Clause no. Existing Clause Pre bid Query Response to the query/ Remarks 2.71(2)/ ChecklistThe bidder/company should have filed the Income Tax returns for the last three We request the Department to kindly relax this requirement and allow submission of Income Tax Returns Item 6 financial years i.e. 2022-23, 2023-24 & 2024-25 or (2023-24, 2024-25 & 2025 of the bidder/firm/company only for the last three financial years, instead of requiring ITRs of the 26 -if finalized),Copies of the Income Tax retums (unmasked) for the last three Directors/Partners/Proprietor. The fim's ITRs may kindly be considered sufficient for establishing the As per the qualifying clause you will have to submit Copies of the Lncome Tax returns (unmasked) for the last three financial fnancial years i.e. 2022-23, 2023-24 & 2024-25 or (2023-24, 2024-25 & 2025- bidder's tax compliance and financial credentials. years i.e. 2022-23, 2023-24 & 2024-25 or (2023-24, 2024-25 & 26 - if finalized) (Self-certi fied). The checklist additionally requires: "Income Tax 2025-26-iffinalized (Self-certified) of the firm as well as Returns ofthe firm as well as Directors/ Partners/ Proprietor of the firm.." Directors Partners Propridor of thefirm 2.71(4) /ChecklistThe bidders who have earlier failed to execute the work orders) of the PSPCL We request the Departıment to kindly pemit the affidavit regarding GST and Service Tax/non-default Item 9 and/ or black listed by PSPCL shall not be eligible to participate in this tender. status to be notarized by a Notary Public instead of requiring ttestation by an Executive Magistrate, as |Affidavit from authorized signatory regarding non-defaulter of GST & Service tax notarization is a legally recognized method of authentication and would simplify compliance without |of last S years (or as applicable) duly attested by Executive Magistrate will be affecting the validity of the declaration. subnitted. If any default regarding payment of any other statutory payment is |found at any stage of the tendering process, the tender of the fim is liable to be Affidavit should be duly attested by Executive Magistrate onty. rejected. Affidavit by authorized signatory to this effect, attested by Executive Magistrate will be submitted. 2 Delivery schedule: BA will have to commence the services within 30 days from Considering the scope involving deployment, installation, integration, configuration, testing and the date of issuance of Work order. commissioning of the upgraded call center solution and associated infrastructure, we request the Department to kindly review and relax the commencement timeline of 30 days from the Work Order, or Services will have to be commenced within 30 days fromthe clarify whether the timeline may be extended suitably based on site readiness, availability of required issue of work orda inputs/accesses and completion of prerequisite activities by PSPCL. |2.6(12) /Section-|Bidder has to provide real time Agentic Al demonstration of DISCOM compliant Kindly clarify the proposed date/timeline and process for conducting the real-time Agentic Al IV, D(xi) booking at PSPCL office before evolution of technical bid. Only successful bidder demonstration, and whether the demonstration can be conducted online instead of physically at the Bidder bas to provide real time Agentic Al demonstration of will be qualified for opening of commercial bid. PSPCL office. Since the demonstration is required before technical bid evaluation/opening of the DISCOM compliant booking at PSPCL office after opening of bids and before evolution of technical bid Bidders wil be given commercial bid, an advance schedule may kindly be shared to enable bidders to make the necessary arrangements. judicious time to make preparations Section-IV, D(iv) Bidder will provide CTU IT engineer services roundthe clock for smooth Kindly clarify the required qualification, technical skillset, certiications (if any), and minimum operation. experience prescribed for the CTIT Engineer to be deployed. This will enable bidders to identify and Engineer should be IT Graduate, sufficientty experienced for being submit/deploy resources meeting the Department's intended requirements. capable to independenty handle any type of Hardware Software problem faced during Call centre operations in addition to the day to day c0-ordination with the call centre operaters L3(e) The Telephony solution should possess these Certification at the time of Bidding: We request the Department to kindly relax the requirement of 1SO s0001:2018 certification from the ISO 27001:2013, 9001:2015, 14001,1829S-1:2017, 20000-1:2018, 45001:2018, mandatory cerification list. Alternatively, bidders may be pemitted to comply with the remaining S0001:20 18 CMMI level 3 (or above). Certification must be valid at the time of Specified certifications while ISO 50001:2018 may be considered desirableloptional, as this certification Although ISO 50001:2018 is not directly related with the call bidding, is not directly relevant to the core telephony/call center solution functionality. centre opertions but it is required along with other ISO standards 1.3(c) Bidder must be in the busincs of providing Call Contre Solution (voice and data) customer which should be either Call Center Solution, ACD or IVRS for Power sector We requestcaretheprojects Department to kindly relax the requirement of having executod at least two omni-channel for he Power sector to showcasing/executing at least one such project. serving government, semi-government, or private service sector utilities (with at Considering the specialized nature of the requirement and the objective of least 120 seats call center solution technology for 24/7 Operation & 150 Channels participation from technically capable service providers, experience of oneencouraging wider gualifying omni-channel IVRS & it must be in running condition) with documentary evidence thereof, customer care project in the Power sector may kindly be accepted in place of two projects. Being part of PQC approved by the competent authority, it can't along-with a list of clients with contact details. Company should directly or be changed |through BPO must have executed at least two omni channel customer care for |Power sector serving govemment, semi-government, or private service sector utilities. Additonal SE. CS & IT implementation Division, P.S.PC.Ltd., LUDHIANA. Name of the firm: M/s CS INFOCOMM Pvt. Ltd. Clause no. Existing Clause Pre bidQuery Response to the query/ Remarks PSPCL in pursuit of implementation ofIT in its business process, has Section-IV /Technical complete ERP package comprising of customer services (CS), Are we supposed to integrate all of these Modules separately or do we get the BUS (API-Gateway) for the All the Modules will be integrated separately Specifications / Geographical Informmation Systems (GIS) & Asset Management (AM), same. How Objectives Metering, Biling & Collection (MBC), Plant Maintenance (PM), Meter Data Acquisition System (MDAS), Energy Audit etc. implemented. Section-IV /Technical ERP solution customized as per PSPCL requirement has been Which of the ERP Solution is being used, how we are supposed to communicate with it ? APIL, Provided ERP is not in the scope of this tender Specifications / implemented in most of the divisions DS Divisions. Connector, Socket or else ? |Objectives Section-IV / Technical The executive at the single window provides assistance & guidance to PSPCL's back end? Sarne would be used to registered a complaint at Yes, complaints will be registered in the la-House CRM Software of he Specifications / Model the customer, registers his reguest and provides him uniaue reoistrationClarity -URN wold be provided by PSPCL lof Customer Service number. IVRS Section-V I Technical Basic purpose of the NIT isSelection of Service Provider for Up Yes, proposal is for upgradation of existing system with aev and latest Specifications / gradation of CallCenter Software Solution at PSPCL office in Ludhiana|Up-gradation means ? Are you willing to have new and one of the latest Contact Center Solution ? Call centre solutions. |Objectives and related services. Customers will be able to directty register their 'No Supply Section-IV /Technical Specifications / Mode of Jcomplaint without any human intervention through computerized IVRS SMS Gateway needs to be integrated with IVRS for triggering the SMS to the customer, PSPCL would be The process of SMS to the consumers will be initiated by PSPCL at short code '1912". The unique complaint number will be immediately sharing the approach for its integration ? SMS gateway would be provided ? Registration given to the caller through SMS. Section-V /Technical Is there any requirement for its integration, however, Agent Desktop can be integrated to its backend systern Agent Desktop is to be integrated with the Backond system ie CRM PSPCL Mobile App Consumers can also register their complaints by Specifications / Mode of |logging on to PSPCL Mobile app. for latest information Sofware Registration Section-V/ Technical Account) number -No Agent should be able to register the complaints in the In-House CRM Specifications / Mode ofMustomer can wite CA (Customer Please Clarify the requirement / Scope of Agent Desktop Integration software of the PSPCL. Registration Supply" Section-[V/ Technical The final closure and feedback from the customer will also take place at Registered Complaint number can be identifed wdh boch CRN and Specifications / Mode of these NCCsFCCs. the requests/complaints. The latest status of all the Registered Complaint number can be identified against the CRN or RMN? RMN. Registration registered complaints will be available on the IVRS. Forwardıng monitorng the Customerthe MIS Servicesreports Call Centre will be responsible for generating and Which CRM PSPCL would be using and how they are willing to generated the reports from CRM Syste, CRM software will be provided by the PSPCL and bidder will have to & MIS Aibıtine (both periodically and on demand) for CEbuever Oeration related data and Report can be generated from Contact Center Technology have to integrate your solution with CRM and upto the management Upgradation of existing call centre technology supported with Agentic |AI, technology integrated with PSPCL CRM & existing Call Center Are we supposed to provide the CRM as integrated and automated workflow ? Technology to automate over flow/abandoned call traffic of complaintsApart from that, we would like to have IVR flow and same would be required for Al platfom with intents FUNCTIONAL Clause is sclf explainatory. REQUIREMENTS to agentic AL The ServiceProvider should setup all required list infrastructure as required for successful call center operations. Customer behavior is changing and PSPCL is focused towards customer Clause is sclf explanatory please go through the scope of work carefully FUNCTIONAL service and support through all possible communication channels. |PSPCL İs looking for Omni Channcl functionality ? Which would include the Voice, Chat, Email apart fromBsiealh thestm ofrl shoud have rodhundant solution, ifmain systerm WhatsApp Integration and CRM Customization ? Please Clarify. REQUIREMENT'S The System should haye redundant solution, if main system fails, fails, solution should automatically switch to other system. solution should switch to high available (HA) system FUNCTIONAL System should have Agentic Al (in Punjabi, English & Hindi language) What is the buffersize the Customer Care unity should considered as in Queue, before diverting the next As per RFP all overflow/abandoned calls are to handled by Agentic Ai with REQUIREMENTS for attending overflowlabandoned calls (when all the call center AgentsAlPlarform l00calls concurent capacity bovond that can be kept in the buffer. are busy) through automation itself. AdditionaE. Division, CS & ITmplementation UDHIANA. The call center should offer services in the following categories: a Information services FUNCTIONAL b. Enquiry Services REQUIREMENTS lc. Request Services PSPCL would be responsible for sharing the IVR Tree and its prompts (Prompt Recordings), please clarify Yes IVR Tree will be shared by PSPCL. |d. Grievances & Resolution e. Feedback Services. Interactive Voice IVR System should have capability to integrate with CRM data, billingPSPCL would be required to share the requirement in details like Response (IVR) Menu data, Scada etc. to announce IVR Tree, along with Touch Points against Yes, it will be shared and provided by the PSPCL the current status automatically the scope of Integration, API details, Sample of Input & output etc. System Within the call consumer may speak in any language out of Punjabi, Please share the tentative Call Volume (Nomal Season and Peak Season), Intenet-list, Lanagauge wise c 2. Agentic Al Hindi & English bifurcation Computer Telephone Should be able to integrate with hybrid setup of a call center solution Integration (CTI) Hybrid means - Partially On premised and Partially on Cloud ? Is it so? No, No. of Concurrent calls for the curTent year was 1000 calls nd may Computer Telephone increased further for the coming year.Maximum number of per day calls IVR should support TTS & ASR integration Please suggest with the Tree, Concurent Number of Calls - needs to be treated with, and langauge wise Integration (CTI) bifurcation with Call Volume and Seasonal deviation as well received during this year is 1,36,000 and during off peakseason average 30000 calls are being received Language wise distribution of calls is not available. The successful bidder should provide all necessary hardware & Softwarewemo nronncedA the nre-reauisite as per the requirement and sizing of the system, however please guide asPre COMPLIANCES to run call centre technology, including servers, switches Server Rack, requisites from the bidders at this stage of tender will not be enterained Call Center headsets. the BOQ shared The successful bidder should provide all necessary hardware & Software w:l the pspCL. wuld he nrovide the UPS and uniterpted power supply as per the DataCenter guidance and COMPLIANCES to run call centre technology, including servers, switches Server Rack, bechmaks for powring & carthing UPS and uninterred supply will be aranged by the the PSPCL Call Center headsets. Bidder should be OEM of call Center software ACD, IVR, AI technology (LLM, ASR & TTS) & media gateway - NSIC certificate COMPLIANCES please clarify the requirement and the ask for the same Clause is self explainatory. mentioning these products to be submitted. Bidder should have TEC - ER certified media gateway Please share the scope of Integration and Customizaion Clause is self explainatory. Please elaborate the Complaince of carch feature & Funrtionality Clause is seif explainatory It is specifically mentioned in the BOQ and clause no. 4.2. I(AXb) pt no. I, PSPCL would be providing the SIP / PRI at the DataCenter, please clarify of tender specification that bidder is to provide the SIP for Call centre operations The successful bidder will have to put the necessary hardware and |licensed application software Including computers, routers, switches, Which EPBAX you are willing to get integrated, please share the Make and Model, however SIP enabled COMPLIANCES nctworking, telephone handset, EPABX (with all call EPBAX is mandatory. SIP enabled EPBAX is mandatory as per scope of tender specificaions JCenter functions) etc. PARTH UCS Call Center Agents |Are we supposed to PARTH UCS Call Center Agents License Charges per month upgarde it additional License Charges per Refereing to BOQ- Shared licesnses OR we are supoosed to provide one of the latest solution avalaible in industry Sufficing the asked It is not necessary to provide PARTH UCS Call Center Agents License mentioned in the BRD which is currently being used, you can provide the equivalent. month Bid should be inline with the technical specifications as contained in tender Any Deviation in the requiment of Hardware as per the requirement of the proposed solution will be Refereing to BOQ - Shared document,however hardware of higher configuration from the tender acceptale to PSPCL ? specifications can be considered. But any proposal with lower lower configuration from the tender document will not be acceptable. Connectivity Required from Data Center to Delivery Center MPLS connectivety - Need clarity on the connectivity cost from Delivery center to Data center Not msptioned in The Tender Specification Additronal S.E. CS & IT Implementation Division, PS.P.C.Ltd., LUDHIANA.

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3 novembre 2026 · Version 3

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Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services

eProcurement System Government of Punjab eProcurement System Screen Reader Access 16-Oct-2026 Search | Active Tenders | Tenders by Closing Date | Corrigendum | Results of Tenders « Intimation Regarding Bidder Registration Charges « Intimation Regarding Payment through NEFT / RTGS Mode « Intimation Regarding Payment of Online Fees MIS Reports Tenders by Location Tenders by Organisation Tenders by Classification Tenders in Archive Tenders Status Cancelled/Retendered Downloads Debarment List Announcements Recognitions Site compatibility View More Details Tender Details Basic Details Organisation Chain Department of Power||Punjab State Power Corporation Limited||IT Organization||CS and IT Implementation Tender Reference Number 364/18/CSIT-2026 Tender ID 2026_POWER_176419_1 Withdrawal Allowed Yes Tender Type Open Tender Form Of Contract Tender cum Auction Tender Category Services No. of Covers 3 General Technical Evaluation Allowed No ItemWise Technical Evaluation Allowed No Payment Mode Online Is Multi Currency Allowed For BOQ No Is Multi Currency Allowed For Fee No Allow Two Stage Bidding No Payment Instruments Online Bankers S.No Bank Name 1 SBI Bank Covers Information, No. Of Covers - 3 Cover No Cover Type Description Document Type 1 Fee Upload proof of having deposited tender fee and EMD .pdf 2 PreQual/Technical Upload all the required Annexures of Section-VI of tender enquiry .pdf Upload all the required documents as per clause 1.3 and 2.71 .pdf 3 Finance Only the total price with GST has to be entered by the bidder .xls Upload additional BoQ sheet as per Section-VII of tender enquiry .rar Tender Fee Details, [Total Fee in ₹ * - 12,950] Tender Fee in ₹ 2,950 Processing Fee in ₹ 10,000 Fee Payable To Nil Fee Payable At Nil Tender Fee Exemption Allowed No EMD Fee Details EMD Amount in ₹ 20,00,000 EMD Exemption Allowed Yes EMD Fee Type fixed EMD Percentage NA EMD Payable To Nil EMD Payable At Nil Work Item Details Title Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services Work Description Tender Enquiry for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services NDA/Pre Qualification As per clause 1.3 of tender enquiry Independent External Monitor/Remarks NA Tender Value in ₹ NA Product Category Miscellaneous Services Sub category NA Contract Type Tender Bid Validity(Days) 120 Period Of Work(Days) NA Location Ludhiana Pincode 141003 Pre Bid Meeting Place NA Pre Bid Meeting Address NA Pre Bid Meeting Date NA Bid Opening Place Ludhiana Should Allow NDA Tender No Allow Preferential Bidder No Tenderer Class Not Applicable Critical Dates Published Date 29-Sep-2026 01:00 PM Bid Opening Date 28-Oct-2026 11:30 AM Document Download / Sale Start Date 29-Sep-2026 01:00 PM Document Download / Sale End Date 28-Oct-2026 10:00 AM Clarification Start Date NA Clarification End Date NA Bid Submission Start Date 29-Sep-2026 02:00 PM Bid Submission End Date 28-Oct-2026 10:00 AM Tenders Documents NIT Document S.No Document Name Description Document Size (in KB) 1 Tendernotice_1.pdf Tender Notice for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services 424.36 Download as zip file Work Item Documents S.No Document Type Document Name Description Document Size (in KB) 1 Tender Documents DNIT.pdf Tender Specifications for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services 1075.04 2 BOQ BOQ_359223.xls Price Bid for RA 318.50 3 Additional Documents AdditionalPriceBid.rar Additional Price Bid 13.43 Latest Corrigendum List S.No Corrigendum Title Corrigendum Type View 1 Proceeding of Pre Bid Meet- Clarification/Response to queries for the reference of all perspective bidders Other Tender Inviting Authority Name Dy CE IT A and PM Address Dy CE IT A and PM IT Wing PSPCL Head Office Patiala Back Visitor No:4313227 Contents owned and maintained by the respective Government Departments/Organisation. Designed, Developed and Hosted by National Informatics Centre Version : 1.09.24 07-Sep-2026 (c) 2017 Tenders NIC, All rights reserved. Site best viewed with a screen resolution 1920 x 1080. Portal policies CURRENT OFFICIAL PORTAL DETAIL, retrieved 3 November 2026 Tender Details Basic Details Organisation Chain Department of Power||Punjab State Power Corporation Limited||IT Organization||CS and IT Implementation Tender Reference Number 364/18/CSIT-2026 Tender ID 2026_POWER_176419_1 Withdrawal Allowed Yes Tender Type Open Tender Form Of Contract Tender cum Auction Tender Category Services No. of Covers 3 General Technical Evaluation Allowed No ItemWise Technical Evaluation Allowed No Payment Mode Online Is Multi Currency Allowed For BOQ No Is Multi Currency Allowed For Fee No Allow Two Stage Bidding No Payment Instruments Online Bankers S.No Bank Name 1 SBI Bank Covers Information, No. Of Covers - 3 Cover No Cover Type Description Document Type 1 Fee Upload proof of having deposited tender fee and EMD .pdf 2 PreQual/Technical Upload all the required Annexures of Section-VI of tender enquiry .pdf Upload all the required documents as per clause 1.3 and 2.71 .pdf 3 Finance Only the total price with GST has to be entered by the bidder .xls Upload additional BoQ sheet as per Section-VII of tender enquiry .rar Tender Fee Details, [Total Fee in ₹ * - 12,950] Tender Fee in ₹ 2,950 Processing Fee in ₹ 10,000 Fee Payable To Nil Fee Payable At Nil Tender Fee Exemption Allowed No EMD Fee Details EMD Amount in ₹ 20,00,000 EMD Exemption Allowed Yes EMD Fee Type fixed EMD Percentage NA EMD Payable To Nil EMD Payable At Nil Work Item Details Title Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services Work Description Tender Enquiry for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services NDA/Pre Qualification As per clause 1.3 of tender enquiry Independent External Monitor/Remarks NA Tender Value in ₹ NA Product Category Miscellaneous Services Sub category NA Contract Type Tender Bid Validity(Days) 120 Period Of Work(Days) NA Location Ludhiana Pincode 141003 Pre Bid Meeting Place NA Pre Bid Meeting Address NA Pre Bid Meeting Date NA Bid Opening Place Ludhiana Should Allow NDA Tender No Allow Preferential Bidder No Tenderer Class Not Applicable Critical Dates Published Date 29-Sep-2026 01:00 PM Bid Opening Date 04-Nov-2026 12:00 PM Document Download / Sale Start Date 29-Sep-2026 01:00 PM Document Download / Sale End Date 04-Nov-2026 11:00 AM Clarification Start Date NA Clarification End Date NA Bid Submission Start Date 29-Sep-2026 02:00 PM Bid Submission End Date 04-Nov-2026 11:00 AM Tenders Documents NIT Document S.No Document Name Description Document Size (in KB) 1 Tendernotice_1.pdf Tender Notice for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services 424.36 Download as zip file Work Item Documents S.No Document Type Document Name Description Document Size (in KB) 1 Tender Documents DNIT.pdf Tender Specifications for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services 1075.04 2 BOQ BOQ_359223.xls Price Bid for RA 318.50 3 Additional Documents AdditionalPriceBid.rar Additional Price Bid 13.43 Latest Corrigendum List S.No Corrigendum Title Corrigendum Type View 1 Corrigendum-V Date 2 Clarification regarding qty. of CTI Server Other Tender Inviting Authority Name Dy CE IT A and PM Address Dy CE IT A and PM IT Wing PSPCL Head Office Patiala PUBLIC CORRIGENDUM V RECORD Published Corrigendum Details Date : 03-Nov-2026 10:26 PM Print Organisation Chain : Department of Power||Punjab State Power Corporation Limited||IT Organization||CS and IT Implementation Tender ID : 2026_POWER_176419_1 Tender Ref No : 364/18/CSIT-2026 Tender Title : Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services Corrigendum Type : Date Corrigendum:1 Corrigendum Title Corrigendum Description Published Date Document Name Doc Size(in KB) Corrigendum-V Extension in due date and time of tender 28-Oct-2026 09:48 AM corrigendumV.pdf 141.11 Critical Dates Publish Date 29-Sep-2026 01:00 PM Bid Opening Date 04-Nov-2026 12:00 PM Document Download/Sale Start Date 29-Sep-2026 01:00 PM Document Download/Sale End Date 04-Nov-2026 11:00 AM Clarification Start Date NA Clarification End Date NA Bid Submission Start Date 29-Sep-2026 02:00 PM Bid Submission End Date 04-Nov-2026 11:00 AM Details Before Corrigendum Critical Dates Publish Date 29-Sep-2026 01:00 PM Bid Opening Date 28-Oct-2026 11:30 AM Document Download/Sale Start Date 29-Sep-2026 01:00 PM Document Download/Sale End Date 28-Oct-2026 10:00 AM Clarification Start Date NA Clarification End Date NA Bid Submission Start Date 29-Sep-2026 02:00 PM Bid Submission End Date 28-Oct-2026 10:00 AM PUBLIC CLARIFICATION REGARDING QUANTITY OF CTI SERVER Punjab State Power Corporation Limited O/o Chief Engineer/IT, (Dy.CE /IT, A &PM ) CIN No. U40109PB2010SGC033813, website: www.pspcl.in Corrigendum-IV It has been referred by some prospective bidders that the quantity of CTI servers is 4 nos in BOQ as mentioned in Section VII of Tender Enquiry (Page no. 58) but inadvertently it has been mentioned 1 no. in the price bid (Sr no. 1). So against Serial no. 1 of the price bid you should quote the price for 4 nos CTI servers so that the total cost is for 4 nos servers. -sd- Dy. CE/IT A & PM PSPCL, Patiala PUBLIC PROCEEDINGS OF PRE-BID MEETING Anexure-L Name of firm: M/s Cyfuture India Pvt Ltd Clause no. Existing Clause Pre bid Query Response to the query/ Remarks 2.71(2)/ ChecklistThe bidder/company should have filed the Income Tax returns for the last three We request the Department to kindly relax this requirement and allow submission of Income Tax Returns Item 6 financial years i.e. 2022-23, 2023-24 & 2024-25 or (2023-24, 2024-25 & 2025 of the bidder/firm/company only for the last three financial years, instead of requiring ITRs of the 26 -if finalized),Copies of the Income Tax retums (unmasked) for the last three Directors/Partners/Proprietor. The fim's ITRs may kindly be considered sufficient for establishing the As per the qualifying clause you will have to submit Copies of the Lncome Tax returns (unmasked) for the last three financial fnancial years i.e. 2022-23, 2023-24 & 2024-25 or (2023-24, 2024-25 & 2025- bidder's tax compliance and financial credentials. years i.e. 2022-23, 2023-24 & 2024-25 or (2023-24, 2024-25 & 26 - if finalized) (Self-certi fied). The checklist additionally requires: "Income Tax 2025-26-iffinalized (Self-certified) of the firm as well as Returns ofthe firm as well as Directors/ Partners/ Proprietor of the firm.." Directors Partners Propridor of thefirm 2.71(4) /ChecklistThe bidders who have earlier failed to execute the work orders) of the PSPCL We request the Departıment to kindly pemit the affidavit regarding GST and Service Tax/non-default Item 9 and/ or black listed by PSPCL shall not be eligible to participate in this tender. status to be notarized by a Notary Public instead of requiring ttestation by an Executive Magistrate, as |Affidavit from authorized signatory regarding non-defaulter of GST & Service tax notarization is a legally recognized method of authentication and would simplify compliance without |of last S years (or as applicable) duly attested by Executive Magistrate will be affecting the validity of the declaration. subnitted. If any default regarding payment of any other statutory payment is |found at any stage of the tendering process, the tender of the fim is liable to be Affidavit should be duly attested by Executive Magistrate onty. rejected. Affidavit by authorized signatory to this effect, attested by Executive Magistrate will be submitted. 2 Delivery schedule: BA will have to commence the services within 30 days from Considering the scope involving deployment, installation, integration, configuration, testing and the date of issuance of Work order. commissioning of the upgraded call center solution and associated infrastructure, we request the Department to kindly review and relax the commencement timeline of 30 days from the Work Order, or Services will have to be commenced within 30 days fromthe clarify whether the timeline may be extended suitably based on site readiness, availability of required issue of work orda inputs/accesses and completion of prerequisite activities by PSPCL. |2.6(12) /Section-|Bidder has to provide real time Agentic Al demonstration of DISCOM compliant Kindly clarify the proposed date/timeline and process for conducting the real-time Agentic Al IV, D(xi) booking at PSPCL office before evolution of technical bid. Only successful bidder demonstration, and whether the demonstration can be conducted online instead of physically at the Bidder bas to provide real time Agentic Al demonstration of will be qualified for opening of commercial bid. PSPCL office. Since the demonstration is required before technical bid evaluation/opening of the DISCOM compliant booking at PSPCL office after opening of bids and before evolution of technical bid Bidders wil be given commercial bid, an advance schedule may kindly be shared to enable bidders to make the necessary arrangements. judicious time to make preparations Section-IV, D(iv) Bidder will provide CTU IT engineer services roundthe clock for smooth Kindly clarify the required qualification, technical skillset, certiications (if any), and minimum operation. experience prescribed for the CTIT Engineer to be deployed. This will enable bidders to identify and Engineer should be IT Graduate, sufficientty experienced for being submit/deploy resources meeting the Department's intended requirements. capable to independenty handle any type of Hardware Software problem faced during Call centre operations in addition to the day to day c0-ordination with the call centre operaters L3(e) The Telephony solution should possess these Certification at the time of Bidding: We request the Department to kindly relax the requirement of 1SO s0001:2018 certification from the ISO 27001:2013, 9001:2015, 14001,1829S-1:2017, 20000-1:2018, 45001:2018, mandatory cerification list. Alternatively, bidders may be pemitted to comply with the remaining S0001:20 18 CMMI level 3 (or above). Certification must be valid at the time of Specified certifications while ISO 50001:2018 may be considered desirableloptional, as this certification Although ISO 50001:2018 is not directly related with the call bidding, is not directly relevant to the core telephony/call center solution functionality. centre opertions but it is required along with other ISO standards 1.3(c) Bidder must be in the busincs of providing Call Contre Solution (voice and data) customer which should be either Call Center Solution, ACD or IVRS for Power sector We requestcaretheprojects Department to kindly relax the requirement of having executod at least two omni-channel for he Power sector to showcasing/executing at least one such project. serving government, semi-government, or private service sector utilities (with at Considering the specialized nature of the requirement and the objective of least 120 seats call center solution technology for 24/7 Operation & 150 Channels participation from technically capable service providers, experience of oneencouraging wider gualifying omni-channel IVRS & it must be in running condition) with documentary evidence thereof, customer care project in the Power sector may kindly be accepted in place of two projects. Being part of PQC approved by the competent authority, it can't along-with a list of clients with contact details. Company should directly or be changed |through BPO must have executed at least two omni channel customer care for |Power sector serving govemment, semi-government, or private service sector utilities. Additonal SE. CS & IT implementation Division, P.S.PC.Ltd., LUDHIANA. Name of the firm: M/s CS INFOCOMM Pvt. Ltd. Clause no. Existing Clause Pre bidQuery Response to the query/ Remarks PSPCL in pursuit of implementation ofIT in its business process, has Section-IV /Technical complete ERP package comprising of customer services (CS), Are we supposed to integrate all of these Modules separately or do we get the BUS (API-Gateway) for the All the Modules will be integrated separately Specifications / Geographical Informmation Systems (GIS) & Asset Management (AM), same. How Objectives Metering, Biling & Collection (MBC), Plant Maintenance (PM), Meter Data Acquisition System (MDAS), Energy Audit etc. implemented. Section-IV /Technical ERP solution customized as per PSPCL requirement has been Which of the ERP Solution is being used, how we are supposed to communicate with it ? APIL, Provided ERP is not in the scope of this tender Specifications / implemented in most of the divisions DS Divisions. Connector, Socket or else ? |Objectives Section-IV / Technical The executive at the single window provides assistance & guidance to PSPCL's back end? Sarne would be used to registered a complaint at Yes, complaints will be registered in the la-House CRM Software of he Specifications / Model the customer, registers his reguest and provides him uniaue reoistrationClarity -URN wold be provided by PSPCL lof Customer Service number. IVRS Section-V I Technical Basic purpose of the NIT isSelection of Service Provider for Up Yes, proposal is for upgradation of existing system with aev and latest Specifications / gradation of CallCenter Software Solution at PSPCL office in Ludhiana|Up-gradation means ? Are you willing to have new and one of the latest Contact Center Solution ? Call centre solutions. |Objectives and related services. Customers will be able to directty register their 'No Supply Section-IV /Technical Specifications / Mode of Jcomplaint without any human intervention through computerized IVRS SMS Gateway needs to be integrated with IVRS for triggering the SMS to the customer, PSPCL would be The process of SMS to the consumers will be initiated by PSPCL at short code '1912". The unique complaint number will be immediately sharing the approach for its integration ? SMS gateway would be provided ? Registration given to the caller through SMS. Section-V /Technical Is there any requirement for its integration, however, Agent Desktop can be integrated to its backend systern Agent Desktop is to be integrated with the Backond system ie CRM PSPCL Mobile App Consumers can also register their complaints by Specifications / Mode of |logging on to PSPCL Mobile app. for latest information Sofware Registration Section-V/ Technical Account) number -No Agent should be able to register the complaints in the In-House CRM Specifications / Mode ofMustomer can wite CA (Customer Please Clarify the requirement / Scope of Agent Desktop Integration software of the PSPCL. Registration Supply" Section-[V/ Technical The final closure and feedback from the customer will also take place at Registered Complaint number can be identifed wdh boch CRN and Specifications / Mode of these NCCsFCCs. the requests/complaints. The latest status of all the Registered Complaint number can be identified against the CRN or RMN? RMN. Registration registered complaints will be available on the IVRS. Forwardıng monitorng the Customerthe MIS Servicesreports Call Centre will be responsible for generating and Which CRM PSPCL would be using and how they are willing to generated the reports from CRM Syste, CRM software will be provided by the PSPCL and bidder will have to & MIS Aibıtine (both periodically and on demand) for CEbuever Oeration related data and Report can be generated from Contact Center Technology have to integrate your solution with CRM and upto the management Upgradation of existing call centre technology supported with Agentic |AI, technology integrated with PSPCL CRM & existing Call Center Are we supposed to provide the CRM as integrated and automated workflow ? Technology to automate over flow/abandoned call traffic of complaintsApart from that, we would like to have IVR flow and same would be required for Al platfom with intents FUNCTIONAL Clause is sclf explainatory. REQUIREMENTS to agentic AL The ServiceProvider should setup all required list infrastructure as required for successful call center operations. Customer behavior is changing and PSPCL is focused towards customer Clause is sclf explanatory please go through the scope of work carefully FUNCTIONAL service and support through all possible communication channels. |PSPCL İs looking for Omni Channcl functionality ? Which would include the Voice, Chat, Email apart fromBsiealh thestm ofrl shoud have rodhundant solution, ifmain systerm WhatsApp Integration and CRM Customization ? Please Clarify. REQUIREMENT'S The System should haye redundant solution, if main system fails, fails, solution should automatically switch to other system. solution should switch to high available (HA) system FUNCTIONAL System should have Agentic Al (in Punjabi, English & Hindi language) What is the buffersize the Customer Care unity should considered as in Queue, before diverting the next As per RFP all overflow/abandoned calls are to handled by Agentic Ai with REQUIREMENTS for attending overflowlabandoned calls (when all the call center AgentsAlPlarform l00calls concurent capacity bovond that can be kept in the buffer. are busy) through automation itself. AdditionaE. Division, CS & ITmplementation UDHIANA. The call center should offer services in the following categories: a Information services FUNCTIONAL b. Enquiry Services REQUIREMENTS lc. Request Services PSPCL would be responsible for sharing the IVR Tree and its prompts (Prompt Recordings), please clarify Yes IVR Tree will be shared by PSPCL. |d. Grievances & Resolution e. Feedback Services. Interactive Voice IVR System should have capability to integrate with CRM data, billingPSPCL would be required to share the requirement in details like Response (IVR) Menu data, Scada etc. to announce IVR Tree, along with Touch Points against Yes, it will be shared and provided by the PSPCL the current status automatically the scope of Integration, API details, Sample of Input & output etc. System Within the call consumer may speak in any language out of Punjabi, Please share the tentative Call Volume (Nomal Season and Peak Season), Intenet-list, Lanagauge wise c 2. Agentic Al Hindi & English bifurcation Computer Telephone Should be able to integrate with hybrid setup of a call center solution Integration (CTI) Hybrid means - Partially On premised and Partially on Cloud ? Is it so? No, No. of Concurrent calls for the curTent year was 1000 calls nd may Computer Telephone increased further for the coming year.Maximum number of per day calls IVR should support TTS & ASR integration Please suggest with the Tree, Concurent Number of Calls - needs to be treated with, and langauge wise Integration (CTI) bifurcation with Call Volume and Seasonal deviation as well received during this year is 1,36,000 and during off peakseason average 30000 calls are being received Language wise distribution of calls is not available. The successful bidder should provide all necessary hardware & Softwarewemo nronncedA the nre-reauisite as per the requirement and sizing of the system, however please guide asPre COMPLIANCES to run call centre technology, including servers, switches Server Rack, requisites from the bidders at this stage of tender will not be enterained Call Center headsets. the BOQ shared The successful bidder should provide all necessary hardware & Software w:l the pspCL. wuld he nrovide the UPS and uniterpted power supply as per the DataCenter guidance and COMPLIANCES to run call centre technology, including servers, switches Server Rack, bechmaks for powring & carthing UPS and uninterred supply will be aranged by the the PSPCL Call Center headsets. Bidder should be OEM of call Center software ACD, IVR, AI technology (LLM, ASR & TTS) & media gateway - NSIC certificate COMPLIANCES please clarify the requirement and the ask for the same Clause is self explainatory. mentioning these products to be submitted. Bidder should have TEC - ER certified media gateway Please share the scope of Integration and Customizaion Clause is self explainatory. Please elaborate the Complaince of carch feature & Funrtionality Clause is seif explainatory It is specifically mentioned in the BOQ and clause no. 4.2. I(AXb) pt no. I, PSPCL would be providing the SIP / PRI at the DataCenter, please clarify of tender specification that bidder is to provide the SIP for Call centre operations The successful bidder will have to put the necessary hardware and |licensed application software Including computers, routers, switches, Which EPBAX you are willing to get integrated, please share the Make and Model, however SIP enabled COMPLIANCES nctworking, telephone handset, EPABX (with all call EPBAX is mandatory. SIP enabled EPBAX is mandatory as per scope of tender specificaions JCenter functions) etc. PARTH UCS Call Center Agents |Are we supposed to PARTH UCS Call Center Agents License Charges per month upgarde it additional License Charges per Refereing to BOQ- Shared licesnses OR we are supoosed to provide one of the latest solution avalaible in industry Sufficing the asked It is not necessary to provide PARTH UCS Call Center Agents License mentioned in the BRD which is currently being used, you can provide the equivalent. month Bid should be inline with the technical specifications as contained in tender Any Deviation in the requiment of Hardware as per the requirement of the proposed solution will be Refereing to BOQ - Shared document,however hardware of higher configuration from the tender acceptale to PSPCL ? specifications can be considered. But any proposal with lower lower configuration from the tender document will not be acceptable. Connectivity Required from Data Center to Delivery Center MPLS connectivety - Need clarity on the connectivity cost from Delivery center to Data center Not msptioned in The Tender Specification Additronal S.E. CS & IT Implementation Division, PS.P.C.Ltd., LUDHIANA.

16 octobre 2026 · Version 2

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Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services

eProcurement System Government of Punjab eProcurement System Screen Reader Access 16-Oct-2026 Search | Active Tenders | Tenders by Closing Date | Corrigendum | Results of Tenders « Intimation Regarding Bidder Registration Charges « Intimation Regarding Payment through NEFT / RTGS Mode « Intimation Regarding Payment of Online Fees MIS Reports Tenders by Location Tenders by Organisation Tenders by Classification Tenders in Archive Tenders Status Cancelled/Retendered Downloads Debarment List Announcements Recognitions Site compatibility View More Details Tender Details Basic Details Organisation Chain Department of Power||Punjab State Power Corporation Limited||IT Organization||CS and IT Implementation Tender Reference Number 364/18/CSIT-2026 Tender ID 2026_POWER_176419_1 Withdrawal Allowed Yes Tender Type Open Tender Form Of Contract Tender cum Auction Tender Category Services No. of Covers 3 General Technical Evaluation Allowed No ItemWise Technical Evaluation Allowed No Payment Mode Online Is Multi Currency Allowed For BOQ No Is Multi Currency Allowed For Fee No Allow Two Stage Bidding No Payment Instruments Online Bankers S.No Bank Name 1 SBI Bank Covers Information, No. Of Covers - 3 Cover No Cover Type Description Document Type 1 Fee Upload proof of having deposited tender fee and EMD .pdf 2 PreQual/Technical Upload all the required Annexures of Section-VI of tender enquiry .pdf Upload all the required documents as per clause 1.3 and 2.71 .pdf 3 Finance Only the total price with GST has to be entered by the bidder .xls Upload additional BoQ sheet as per Section-VII of tender enquiry .rar Tender Fee Details, [Total Fee in ₹ * - 12,950] Tender Fee in ₹ 2,950 Processing Fee in ₹ 10,000 Fee Payable To Nil Fee Payable At Nil Tender Fee Exemption Allowed No EMD Fee Details EMD Amount in ₹ 20,00,000 EMD Exemption Allowed Yes EMD Fee Type fixed EMD Percentage NA EMD Payable To Nil EMD Payable At Nil Work Item Details Title Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services Work Description Tender Enquiry for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services NDA/Pre Qualification As per clause 1.3 of tender enquiry Independent External Monitor/Remarks NA Tender Value in ₹ NA Product Category Miscellaneous Services Sub category NA Contract Type Tender Bid Validity(Days) 120 Period Of Work(Days) NA Location Ludhiana Pincode 141003 Pre Bid Meeting Place NA Pre Bid Meeting Address NA Pre Bid Meeting Date NA Bid Opening Place Ludhiana Should Allow NDA Tender No Allow Preferential Bidder No Tenderer Class Not Applicable Critical Dates Published Date 29-Sep-2026 01:00 PM Bid Opening Date 28-Oct-2026 11:30 AM Document Download / Sale Start Date 29-Sep-2026 01:00 PM Document Download / Sale End Date 28-Oct-2026 10:00 AM Clarification Start Date NA Clarification End Date NA Bid Submission Start Date 29-Sep-2026 02:00 PM Bid Submission End Date 28-Oct-2026 10:00 AM Tenders Documents NIT Document S.No Document Name Description Document Size (in KB) 1 Tendernotice_1.pdf Tender Notice for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services 424.36 Download as zip file Work Item Documents S.No Document Type Document Name Description Document Size (in KB) 1 Tender Documents DNIT.pdf Tender Specifications for Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services 1075.04 2 BOQ BOQ_359223.xls Price Bid for RA 318.50 3 Additional Documents AdditionalPriceBid.rar Additional Price Bid 13.43 Latest Corrigendum List S.No Corrigendum Title Corrigendum Type View 1 Proceeding of Pre Bid Meet- Clarification/Response to queries for the reference of all perspective bidders Other Tender Inviting Authority Name Dy CE IT A and PM Address Dy CE IT A and PM IT Wing PSPCL Head Office Patiala Back Visitor No:4313227 Contents owned and maintained by the respective Government Departments/Organisation. Designed, Developed and Hosted by National Informatics Centre Version : 1.09.24 07-Sep-2026 (c) 2017 Tenders NIC, All rights reserved. Site best viewed with a screen resolution 1920 x 1080. Portal policies

14 octobre 2026 · Version 1

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Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services

Selection of service provider for Upgradation of Call Center Solution and to provide, manage and maintain all necessary infrastructure components and services

https://zephior.com/fr/tenders/c5e9ccf4-006f-45aa-8f2f-98d00d6ffad2/mise-a-niveau-et-exploitation-de-la-solution-de-centre-d-appels-pspcl
https://eproc.punjab.gov.in/nicgep/app?component=%24DirectLink&page=FrontEndListTendersbyDate&service=direct&session=T&sp=SbvMsuOSXnfe78LQ3%2FxzX8Q%3D%3D
Source consultée: 2026-11-03T17:06:04.539269Z