South Africa - Cloud-Based Customer Service Solution

The buyer requires an onshore South Africa organization to provide a cloud-based Genesys Cloud Contact Centre solution to improve redundancy and scalability. The vendor must roll out voice, email, and WhatsApp channels across 43 agency branches and one head office to ensure full operational readiness. Work includes branch-level configuration, assignment, management, and migration of branch-specific contact numbers without disrupting live operations or the customer experience. The vendor must deliver real-time agent assistance, an automated evaluation framework for agent performance, customer surveys across voice and digital channels, and customizable dashboards and reporting tools. The solution requires AI capabilities, including chatbots and voicebots across all supported channels to handle routine inquiries, offer contextual responses, and escalate complex cases. The buyer also expects capabilities for targeted customer campaigns. Vendors perform the work offsite and must submit proposals digitally via email or online. The buyer will hold a pre-bid meeting on September 17, 2026, and currently seeks proposals for the budget.