ClosedServicesMarktconsultatie
Market consultation CCaaS solution GBLT
GBLT · Marktconsultatie · 1 lots · 399818
4
4 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
64200000
Estimated value
Not published
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence moderate
GBLT is organizing a written market consultation to optimally prepare for the future EU procurement for a Contact Center as a Service solution.
Services · Marktconsultatie · National procedure
Complete timeline
CharacteristicsCPV 64Services
01What is being requested
GBLT is conducting a market consultation for a future EU procurement of a CCaaS solution. The goal is to improve the design of the assignment by gathering market knowledge regarding a cloud-based solution for customer interactions via various channels.
We would like to make use of the knowledge available in the market to shape the intended EU procurement for Contact Center as a Service, also known as CCaaS.
1Market consultation CCaaS solution GBLT—
02Strategic insight
Strategic insight · AI analysis
Use this phase to actively propose topics that can lead to a high-quality procurement. Focus on sharing expertise regarding innovations such as AI and the setup of a potential Proof of Concept. Also indicate how the maximum duration and contract conditions can best be designed.
03Points of attention
Important · 4
The market consultation is not a procurement and offers no rights to the future assignment.Important
There is no compensation for costs incurred during this consultation.Important
Participation takes place exclusively in writing via TenderNed.Important
Business-sensitive data can be marked for publicity with a justification.Important
04Process & timeline
Publication market consultation
4 november 2025
Note of clarifications
18 november 2025
Latest moment for answering questions
25 november 2025
Submission written market consultation
9 december 2025
05Value in context
Estimate not published
The contracting authority did not publish an estimated value — common for a large share of contracts. The EU threshold for diensten is € 221.000, for reference.
06Likely competitors
#Likely bidderFitWins
1KPN B.V.SME9723×
2Odido Netherlands B.V.SME9212×
3T-Mobile Netherlands B.V.SME9129×
4Vodafone Libertel B.V.SME9023×
5Kreuze TelecomUnknown8312×
6Dectron ICT Groep B.V.SME777×
07Tender documents
Bijlage Interne_Richtlijn_KlantgegevenspdfNov 25, 2025 · 156 KB
Bijlage Aanbod per week 2021-2024pdfNov 25, 2025 · 177 KB
Bijlage Vragenformulier defxlsxNov 25, 2025 · 128 KB
Bijlage Software-applicatielandschap GBLT 20251120pdfNov 25, 2025 · 1387 KB
Bijlage huidigeIVR flowpdfNov 25, 2025 · 206 KB
Marktconsultatie CCaaS GBLT - HerzienpdfNov 25, 2025 · 164 KB
TN555409 - EFE1 Vrijwillige aankondiging van voorafgaande marktconsultatie 20251104141941pdfNov 4, 2025 · 5 KB
08Legal themes that may be relevant here
Advies 59> Meervoudig onderhandse aanbestedingsprocedure met betrekking tot een opdracht voor de levering van postdiensten en bezorging. InAdvies 53> Europese openbare procedure voor een overheidsopdracht tot het verrichten van diensten bestaande uit (dagelijks en periodiek) scAdvies 222> Aanbesteding via een marktplaats. De Commissie bevestigt haar eerdere adviezen (waaronder 147) dat op een aanbestedende dienst dAdvies 243> Meervoudig onderhandse procedure. Dat de aanbestedende dienst met een SaaS (Software as a Service) oplossing besparingen zou kunAdvies 475> Beklaagde, een samenwerkingsverband van gemeenten [A], [B], [C] en [D], heeft op 29 maart 2018 een Europese openbare aanbestedin
09Frequently asked questions
What is the purpose of this market consultation?
The purpose is to make use of the knowledge in the market to shape the intended EU procurement for Contact Center as a Service (CCaaS) and to gain an impression of the level of interest in the market.
What is the current situation regarding the contact center solution?
The current agreement with Xtium (formerly Evolve IP) expires on November 1, 2026, and can be extended once for twelve months.
What is the volume of current telephone traffic at the KCC department?
The KCC department handles approximately 170,000 incoming calls annually, with up to 1,500 incoming calls per day during peak moments. Additionally, 10,000 outgoing calls take place annually by approximately 35 employees.
How does communication proceed during this market consultation?
Communication regarding this market consultation proceeds via TenderNed. It is requested to communicate only via the designated procurement advisor and not to contact other employees of GBLT.
Automatically compiled from the official tender data and documents.
10Estimated value versus the market
p25
€ 400K
€ 400K
median
€ 856K
€ 856K
p75
€ 2,4 mln
€ 2,4 mln
deze opdracht
Gegunde waarden in CPV 64 · diensten n=168