South Africa - Cloud-Based Omnichannel Contact Centre as a Service and Contact Centre Operations Services

The buyer requires a vendor to provide a turnkey, cloud-based omnichannel Contact Centre as a Service (CCaaS) solution with embedded CRM case management, paired with contact centre operational services under a single integrated arrangement. The scope includes providing a configurable platform supporting inbound and outbound voice, IVR, email, WhatsApp, SMS, web chat, chatbots, and social media through a unified desktop. The vendor must supply the contact centre workforce, supervisors, quality assurance, workforce management, digital specialists, training, reporting, and a back-office support team for escalated cases. The IVR and digital channels must support multilingual options for the South African service context, including options for sight- and hearing-impaired clients. Eligibility is restricted to onshore South African organizations only. Work performance will occur offsite. The buyer seeks proposals for a three-year contract period, and bidders may submit responses digitally via email or online.