Punjab National Bank Next Gen Contact Center Services Tender Delhi 2025 - RFP Procurement of Modern Customer Interaction Center

Bidders must submit the EMD of ₹85,00,000 and provide technical and financial bids per ATC. Include experience in financial services, OEM authorizations if required, GST and PAN, and security/compliance certificates. Review the ATC document for exact submission formats and deadlines.

Required documents typically include GST certificate, PAN card, financial statements, experience certificates for similar deployments, EMD submission, technical bid with architecture, OEM authorizations (if any), and security/compliance certificates as specified in the ATC.

Expect multichannel capabilities (voice, chat, email, social), AI-driven routing, analytics dashboards, and seamless integration with core banking systems, along with banking-grade security and data privacy compliance as implied by procurement in the banking sector.

EMD amount is ₹85,000,000; submission can be via bank guarantee or as specified in ATC. Ensure validity through bid submission and alignment with payment terms described in the ATC.

The ATC expects a detailed deployment plan with phased milestones. Exact delivery dates are not specified publicly; bidders must propose realistic timelines aligned to system integration and acceptance criteria.

While not explicitly listed, expect security/compliance certifications (data privacy, access controls) and interoperability standards. OEM authorizations and ISO/IEC style credentials may be required in the final ATC terms.

Payment terms are not fully disclosed; bidders should prepare milestone-based payment proposals tied to delivery acceptance, with clear SLA-based remedies and performance-linked payments as outlined in the ATC.