SW-121264 - Malaysia - Omni-Channel Contact Centre Solution - Deadline November 6,2026

(1) Vendor needs to provide omni–channel contact centre solution.• Services related to the provision of an omni–channel contact centre solution, including annual subscriptions, deployment services, system integration, support and maintenance.• Implement an integrated omni–channel platform for customer interactionsacross the agency Group of Companies;• Provide consistent ticket and case management across all supported channels;• Provide scalable deployment, integration, training, support and maintenance services• Security and Compliance: Security controls, data protection approach and relevant security certifications or independent assurance reports• Deployment Model and Architecture: Proposed deployment model (onpremises,private cloud, public cloud or hybrid), hosting location, infrastructure responsibility, high–availability, backup, recovery and scalability approach• System Integration: Integration with relevant existing systems via API or standard integration, and CRM database set–up where the optional CRM module is subscribed• Testing and UAT Support: Vendor testing and validation results, UserAcceptance Testing plan and support, and system commissioning• Go–Live, Cutover and Hypercare: Go–live and cutover to the new platform, parallel run,hypercare support and operational handover• IVR, Call Routing and Queue Configuration: Multi–level IVR flows, call routing and queue management configured to the requirements of the agency(2) The contract period will be for one year.