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Provision And Operation Of An Omnichannel Contact Center As A Service
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Contract notice: Provision and operation of an omnichannel contact center as a service
Provision and operation of an omnichannel contact center as a serviceWith over 4.5 million customers, the AOK Bayern - the health insurance fund is the largest statutory health insurance company in the Free State of Bavaria and the fourth largest in Germany. aok bayern positions itself on the market with the values ??of health, proximity and simplicity. the aim of aok bayern is to secure and expand its position as the leading statutory health insurance company through individual services and innovative products in the healthcare market, as well as to bind its current customers to aok bayern and to acquire new ones. aok bayern offers its customers different ways of making contact at. today it uses a contact center solution that is operated by the provider in the data centers of the it service provider kubus it in a managed service model. the environment is set up geo-redundantly in data centers of aok bayern and is made available to various internal company departments. the aim of the project is to replace todays contact center systems with powerful holistic omni-channel platforms with the deployment model software as a service (saas) for the OK Bavaria. the services of the contractor include both the provision of the contact center software and the underlying cloud infrastructure. When providing and using cloud services for the processing of social data, the special requirements under Art. 44ff GDPR and ยง 80 para. 2 sgb x according to the detailed provisions of the application conditions and their attachments. the concept provides for the concentration of the interaction-relevant functions of the aok bayern on a uniform omni-channel platform with deep integration into the existing business and service systems. processes, data, information and applications of aok bayern must be strictly separated from those of other customers of the contractor. for reasons of data protection, the cloud infrastructure must be implemented in data centers within the european union (eu), the european economic area (eea) or switzerland be. data processing activities in which the data physically remain in the eu, the eea or switzerland (e.g. remote data access as part of support activities) can also be provided from third countries for which an adequacy decision pursuant to art. 45 GDPR is available. A transmission or other disclosure of personal and social data to AOK Bayern in insecure third countries without an appropriateness decision must be excluded in any case, also in the context of support and maintenance services. Bidders who are directly or indirectly controlled under company law by an entity ("parent company") in a third country must provide evidence in the award procedure that, even taking into account the legal situation in the parent companys country of domicile, processing of personal or social data is illegal under EU law The AOK Bavaria and in particular an inadmiss |