Comparison and TCO analysis for call center

Prposal

1. Maintel/Avaya support renewal Main PRF #5528 Related PRF #5524 #5437

2. CS current setup

3. Existing service offering Self care (IVRS – 19 countries) Language based service Top-up with saved card Top-up with new card Voucher top-up using USSD Set preferred language Know account balance CS call billing (currently disabled) ACD IVRS service Call recording and quality monitoring Voice call, live chat and email agent support MIS reporting with agent service billboard, real-time and historic reporting

4. Current requirement Base requirement Inbound voice ACD & Selfcare Email Webchat Chatbot Social Media integration CTI integration with CRM Workforce management Surveys (SMS, Voice, Email, Chatbot) Reports Real-Time Adherence (RTA) Billboards PDC (Payment Due Calculations) Outbound dialer Attendant console with standard back-office telephone system Carrier call testing setup for Routing

5. Self service requirement for Prepay and Pay monthly API Prepaid - Workflow Pay Monthly - Workflow API Prepaid - Workflow Pay Monthly - Workflow API Prepaid - Workflow Pay Monthly - Workflow API Prepaid - Workflow Pay Monthly - Workflow Know your customer with Prepay or Post-pay Required Required APN payment method for top-up and bundle purchase Required NA 3rd party Validation Required Required Auto top-up activation / deactivation Required Not Required Check Balance and existing bundle usage Required Required APN setting Required Required First name Language choice to call CS (manual) Required Required Set Language for your VM service Required Required Initiate Port-in Required Required Last name Bundle renewal activation / deactivation Required Not Required Voucher top-up Required NA Check Port-in Status Required Required DOB Port-out Required Required Repeat card top-up Required NA Registration Required NA Frequent Dialled Number Bundle cancellation Required Not Required New card top-up Required NA Tariff info Required Required Last top-up amount Network refresh Required Required Need bill pay option for Post-pay NA Required - Using New Card, repeat card - to pay the outstanding bills VAS activation / deactivation Required Required Frequent top-up method USA - AC and CPIN Required Required Bundle purchase saved card and new card Required - Using New Card &Repeat card NA VMS Last top-up date Direct card payment top-up (only numeric values) Required - Using New Card &Repeat card Not Required Validation via OTP Required Required Data ICCID Direct card payment bundle (only numeric values) Required - Using New Card &Repeat card Not Required PUK View and Manage customer consent Required Required SIM Swap Required Required View and Manage marketing consent Required Required SIM Block / Unblock Required Required Other countries - PUK and CPIN Required Required

6. Avaya for previous years renewal (per year – 369000.00)

7. Avaya Hardware and A pplication upgrades Current Avaya setup is hosted in 12 physical host with 60 VM's these hardwares are already on end of sale and support. We also have resource and persormance constrains. Server team is working with Huawei to have extended support for the hardware, this is under discussion. Avaya applications Avaya Aura 7.1.2.0 is also having to be upgraded to Aura 10. WFM suite also has to be upgraded to the latest release to support Aura 10. % of Increase 1 year renewal 2 year renewal 3 year renewal 27.72% 19.62% 20.41%

8. Initial quote received from Avaya for 1 year renewal (per year – 471272.49)

9. Initial quote received from Avaya for 2 years renewal – option to move to Avaya Cloud (per year – 441389.03)

10. Initial quote received from Avaya for 3 years renewal (per year – 444326.84)

11. Avaya pure cloud cost per year Avaya AXP License Unit Qty Total Annual Set up Avaya XP Voice Bundle Fixed Subscription £758.40 495 £375,408.00   Avaya XP All Media Bundle Fixed Subscription £1257.60 129 £162,230.40   Avaya XP WFM Add on Fixed Subscription £326.40 700 £228,480.00   Avaya XP Screen Recording Add on Fixed Subscription £172.80 100 £17,280.00   Avaya XP Quality Management Add on Fixed Subscription £259.20 700 £181,440.00   Avaya XP Compliance Trigger Fixed Subscription £103.20 100 £10,320.00   ICON Portal   1     Maintel Managed Service     £65,694.49   Annual Rental     £1,040,852.89 £396,412.50

12. Genesys pure cloud cost per year Genesys License Unit Qty Total Annual Set up GC-CC-PureCloud3 £1932.00 700 £1,352,400.00   GC-CC- MSTeams £54.60 700 £38,220.00   GC-CC-PureCloud-Wallboard £126.00 10 £1,260.00   ICON Portal   1     Maintel Managed Service     £65,694.49   Annual Rental     £1,457,574.49 £436,412.50 Additional for Backoffice   Set up £20000.00 ACD £25152.00   £45152.00

13. Sprinklr pure cloud cost per year Use Case Product Description Unit Cost Volume Total Avaya Migration Voice Only Seats Voice only seat Includes all channels & features including Agent Desktop & Agent Assist, Agent Knowledge Base, Guided Workflows £900 700 £630,000 Channel Agnostic - Full Seat (all use cases) Includes all channels & features including Agent Desktop & Agent Assist, Agent Knowledge Base, Guided Workflows £1,500 250 £375,000 Conversational AI Chat & Voice bots Conversational voice & chat bots with ability to handle complex scenarios, leveraging smart intents, context resume & more £0.04 per interaction 500,000 £20,000.00 AI+ Includes all Generative AI Assist features including auto-summarisation, reply assistance, tone modification, auto disposition & more £200 950 £190,000 Contact Centre Intelligence & QM Conversational Analytics Automatically analys 100% of interactions to get a deep understanding of contact drivers & root cause. Leverage insights Hub to gain insights into potential next best action & self-service journey paths & more £0.04 per interaction 2,000,000 £80,000.00 Quality Management seat Automated quality management across 100% of interactions on all channels on the basis of custom defined AI parameters incl. real-time transcription of all cases, performance management & assign learning content & coaching sessions £240 950 £228,000 WFM WFM seat Predict future case volumes and assign the right number & skill of agents according to contact centre scheduling. Generate agent schedules including timed intra-day activities to ensure no under/over staffing. Incl. Leave management, alerts and reporting for unified UX. £240 950 £228,000 Microsoft Teams Integration MSFT Integration Bi-directional MSFT allowing real-time sync up of data between systems £35,000 1 £35,000 Total (billed per annum) £1,786,000 £446,500.0

14. Cost summary Previously contract was renewed for 3 years with price assurance so there was no increase in the yearly cost based on OEM price change so we were paying GBP 369000 every year. Currently we do not have price assurance. One year contract – GBP 471272.49 Two year contract – GBP 882778.06, payable in 2 splits yearly GBP 441389.03 Three year contract – GBP 1332980.53, payable in 3 splits yearly GBP 444326.84 Cloud providers are under review initial requirements shared and await review, demo and commercials Avaya AXP, Genesys, Sprinklr, 8x8, Five9, Ringcentral , Enghouse, AWS connect and Nice.