Computer Telephony Integration (CTI) Solution

  • ISSUE DATE AND TIME: Aug 23,2019 16:27
  • CLOSING DATE AND TIME: Sep 06,2019 12:00
Computer Telephony Integration (CTI) Solution


The objective of this REI is to prequalify Firms for a subsequent RFP for Computer Telephony Integration (CTI) Solution for multiple help desk teams in the World Bank Group.

The Information Technology Services Finance, Business & General Services (ITSBG) is responsible for the ServiceNow and Microsoft CRM Dynamics (MSD) application. World Bank Group has been using a ServiceNow ITSM solution and an eservices (Service Request) for the Enterprise Service request management for the past 1 years and Microsoft Dynamics 365 platform for all World Bank Finance and Accounting (WFA) service desks. WB has implemented Incident, Problem, Assets and CMDB and integrated with various systems to create the entire ITSM platform. ITSBG is undertaking an CTI Solution to modernize the Incident and HR Case management functions into one ServiceNow platform and all Finance and accounting related service desk functions on MS Dynamics 365 platform.

The solicitation may be obtained by sending an email to the designated Category Manager, referencing the following information:

1. Solicitation Number

2. Company Name

3. Contact Person Name and Title

4. Address

5. Telephone Number

6. Fax Number

7. Contact's Email Address

A copy of the solicitation will be sent to organizations that have replied to and are eligible to receive this advertisement. All requests and questions regarding this solicitation shall be directed to the following designated Corporate Procurement Category Manager(s):

- and

The WBG reserves the right to publicly disclose contract award information, including but not limited to, name of company receiving the award, brief description of services, and contract award amount, for any contract award valued over US$250,000.  Offeror's proposal and contractual documents will remain confidential and therefore not subject to disclosure.

The World Bank reserves the right to reject any or all responses without recourse.