Customer contact centre and interaction management including marketing campaigns

The European Union Intellectual Property Office (EUIPO) has issued a call for tenders related to customer contact center and interaction management services, which may include marketing campaigns. This tender is an open procedure, allowing any eligible company or organization to submit a proposal. The estimated total value of the framework contract is 10,000,000 EUR, and it has a maximum duration of 48 months. The contract will be awarded based on the best price-quality ratio.

Eligible applicants are restricted to companies or organizations that can provide the required services, ensuring they meet specific selection criteria that include professional capability, economic and financial standing, and technical ability. The opportunity allows for both single applicants and consortia, where consortia members are recognized in documentation, indicating collaborative submissions are permitted.

Geographically, the tender appears to be open to participants from within the EU and potentially the EEA, as no explicit restrictions are provided. The target sector encompasses business services, specifically focusing on customer contact center activities and interaction management, falling under relevant CPV codes related to customer service.

The submission process is electronic, and tenders must be submitted by May 26, 2025, with a notable on-site visit scheduled for May 5, 2025, in Alicante, Spain, to allow tenderers an opportunity to engage with the EUIPO's requirements directly. The evaluation process will consider a 60/40 quality to price ratio, focusing on the quality of service proposed.

There is no requirement mentioned for co-funding, and the tender resources are available in all 24 official EU languages, ensuring accessibility. Tenderers must register for a Personal Identification Code (PIC) to participate, with adherence to specific submission formats and electronic system requirements. The system is designed for confidentiality, encrypting all documents upon submission.

Overall, this procurement opportunity emphasizes the need for operational efficiency and long-term service delivery in the customer service sector, with substantial funding available to successful applicants willing to engage in the tendering process.

The European Union Intellectual Property Office (EUIPO) has issued a call for tenders, EUIPO/2025/OP/0002, for customer contact center and interaction management services, including marketing campaigns, for both front and back offices. This is an open procedure with electronic submission. The estimated total value of the framework contract(s) is 10,000,000 EUR. The TED publication date is 14/04/2025. The maximum contract duration is 48 months. The award method will be based on the best price-quality ratio. It will be a framework agreement without reopening of competition.

The selection criteria include: Suitability to pursue the professional activity, Economic and financial standing, and Technical and professional ability. Interested parties should consult the procurement documents for specific details.

Key milestones include: TED publication date: 14/04/2025, Date and time of public opening: 26/05/2025 15:00 Europe/Madrid, Deadline for receipt of tenders: 26/05/2025 13:00 Europe/Madrid. The contracting authority is not bound to reply to questions submitted after 16/05/2025 05:00 Europe/Madrid.

An on-site visit will be held at the Office’s premises in Avenida de Europa, 4, 03008 Alicante, Spain on 05/05/2025 at 11:00 (GMT+2).

Available documents include: ENProcurement documents EUIPO-2025-OP-002, ESAnnex IV Formulario de presentacion estandar EUIPO-2025-OP-002 ES, ENCorrigendum 1, ENUpdated list of subrogation provided on 30 04 2025 by contractor, ESInvitacion a licitar EUIPO-2025-OP-0002 ES, ESAnexo I Pliego de condiciones EUIPO-2025-OP-0002 ES, ESAnexo III Borrador CM EUIPO-2025-OP-0002 ES, ESAnexo V SLA EUIPO-2025-OP-0002 ES, ESRectificativo 1, and ENAnnouncement EN.

Submissions must be sent exclusively via electronic submission at the address provided in the tender documents.

Some frequently asked questions (FAQ) and their answers related to the eSubmission system are:

How to proceed if the system is slow or doesn’t work while uploading/downloading documents? Make sure you use the latest versions of Google Chrome or Mozilla Firefox. If the issue persists, clear the cache and cookies on the Internet browser.

Which Internet browsers does eSubmission support? Use the latest versions of Google Chrome or Mozilla Firefox. For the most up-to-date technical recommendations, click on the link System Requirements.

Is it possible to view the details of the submission after the deadline? No, the content of the submission is not accessible after submitting the tender as the system encrypts all attachments upon upload.

Where can I find my submissions in Manage My Area, in the Funding & Tenders portal? Depending on the type or step of procedure, you can find the submissions in one of these sections: In ‘My Submission(s)’: tenders in response to open calls for tenders, requests to participate.

Which size should attachments have? eSubmission accepts files that are less than 50 MB in size.

How should I name attachments in eSubmission? You must name the attachments for your tender draft following the System Requirements.

Can I submit a video in eSubmission? Which formats are supported? Check the System Requirements of eSubmission.

I received an invitation from the F&T Portal but cannot view the procurement documents. Invited candidates can only see the procurement documents after having selected an organisation. Go to F&T Portal, “My Invitations”. Click on “Select Organisation” from the “Action” column.

Do I need to validate my PIC in order to submit a tender in eSubmission? The Personal Identification Code (PIC) is mandatory to participate in a call for tenders as a sole candidate/tenderer or as a member of a group (consortium).

I have an issue uploading a file in eSubmission and it’s giving me an error. What do I do? Make sure it follows the technical requirements of the system.

How many attachments can I upload per submission? The maximum number of documents the system will allow you to upload per tender is 200 files.

Why do tenderers need a PIC? It is mandatory to register for a PIC if you intend to submit a tender or a request to participate.

How do I register my organisation and get a Participant Identification Code (PIC)? First, check if the organisation is already registered using the Search PIC tool under 'How to Participate' > Participant Register.

What is the validity period of a PIC? A PIC is unique and its validity is not limited in time.

How many languages does the system support? The system is multilingual and supports all 24 official EU languages.

Which is the character set encoding in the system? The character set encoding is UTF-8.

Does the system use encryption to ensure the integrity and the confidentiality of the information? Yes, the system encrypts all uploaded documents, using an asymmetric key as an encryption mechanism.

Which file types does the system support? The supported file types depend on the type of submission you want to make. The allowed file types are specified within the system requirements linked to the procedure in question.

Can I view and edit my draft submission? Until the deadline for the submission has been reached, submissions in the draft status can be edited, viewed and deleted.

In the submission report, under the name of our entity, "Legal form: UNKNOWN" is displayed while in the system, our legal form was correctly displayed. Is this a problem for the submission? No, it is just a display issue. This is not blocking for you: you can submit.

I sent my submission on time and a few days later, I received an automatic email informing me that the deadline for the reception of submissions had been reached. Does this mean that my submission was not correctly sent? No, this is an auto-generated notification sent when the time limit of receipt defined for the call for tenders has been reached. Until then, you had the possibility of withdrawing your submission.

In summary, this is a call for tenders by the EUIPO seeking a contractor to manage their customer contact center and related interaction services, including marketing. The contract is worth an estimated 10 million EUR and will last for 4 years. The EUIPO is looking for a service provider to handle customer inquiries, manage interactions across various channels, and execute marketing campaigns. The selection will be based on a combination of price and quality. Companies interested in bidding must submit their tenders electronically and should pay close attention to the technical requirements of the eSubmission system. There is an optional on-site visit to the EUIPO premises in Alicante, Spain for interested parties to learn more about the requirements. The deadline for submitting tenders is May 26, 2025.

Eligible Applicant Types: The opportunity is open to tenderers, which suggests that eligible applicants can be companies or organizations capable of providing the required services. The selection criteria mention "Suitability to pursue the professional activity," "Economic and financial standing," and "Technical and professional ability," implying that applicants should be established entities with relevant experience and resources. Subcontractors are also mentioned, indicating that tenderers can rely on the capacities of subcontractors.

Funding Type: The funding type is procurement, specifically a call for tenders. The EUIPO is seeking to procure services related to customer contact center and interaction management. The nature of the contract is services.

Consortium Requirement: The opportunity appears to allow both single applicants and consortia. The documentation mentions "members of a group (consortium)" when discussing the Personal Identification Code (PIC), suggesting that consortia are eligible.

Beneficiary Scope (Geographic Eligibility): The geographic eligibility is not explicitly stated, but given that it is an EUIPO tender, it is likely open to entities within the EU and potentially EEA countries. The absence of specific restrictions suggests a broad eligibility within these regions.

Target Sector: The target sector is business services, specifically customer contact center services, interaction management, and marketing campaigns. The CPV code 79510000 points to telephone-answering services, which falls under this broader category.

Mentioned Countries: Spain is mentioned as the location of the on-site visit (Alicante).

Project Stage: The project stage is operational. The EUIPO is seeking a service provider to manage its existing customer contact center and interaction management activities, including marketing campaigns. This is not a research, development, or demonstration project, but rather a procurement of ongoing services.

Funding Amount: The estimated total value of the framework contract is 10,000,000 EUR.

Application Type: The application type is an open call for tenders.

Nature of Support: The beneficiaries will receive money in exchange for providing services.

Application Stages: The application stages involve submitting a tender, which will then be evaluated based on the selection criteria outlined in the procurement documents. The award method is based on the best price-quality ratio. The number of stages is not explicitly mentioned, but it would involve at least submission, evaluation, and contract award.

Success Rates: The success rates are not mentioned.

Co-funding Requirement: Co-funding is not mentioned.

Summary:

This is a call for tenders issued by the European Union Intellectual Property Office (EUIPO) to procure services for its customer contact center and interaction management, including marketing campaigns. The estimated total value of the framework contract is 10,000,000 EUR, and the maximum contract duration is 48 months. The procedure type is an open procedure, meaning any eligible company or organization can submit a tender. The submission method is electronic, and the deadline for receipt of tenders is May 26, 2025. The award will be based on the best price-quality ratio. An on-site visit is scheduled for May 5, 2025, in Alicante, Spain. Tenderers must meet specific selection criteria related to their professional activity, economic and financial standing, and technical and professional ability, as detailed in the procurement documents. The selected contractor will be responsible for managing the EUIPO's front and back office customer contact center and interaction management activities, including marketing campaigns. Subrogation of existing staff is possible but not required. The eSubmission system supports various file types and has specific requirements for attachment names and sizes. A Personal Identification Code (PIC) is mandatory for participation. The system supports all 24 official EU languages and uses encryption to ensure the integrity and confidentiality of information.