SW-119240 - South Africa - Cloud-Based Customer Service Solution - Deadline October 7,2026

(1) Vendor needs to provide cloud–based customer service solution. – The Genesys Cloud Contact Centre solution must cater to improved redundancy and scalability.– Rollout Voice, Email, and WhatsApp channels on the Genesys Cloud platform across 43 agency branches and 1 head office, ensuring full operational readiness.– Provide branch–level configuration including the assignment, management, and migration of branch–specific contact numbers without disrupting live operations or the customer experience. The solution shall provide the capability to update, migrate, and manage branch number configurations without impacting live operations or customer experience.– The system shall provide real–time assistance to agents in real time during both voice and digital interactions.– Support a standardised and automated evaluation framework across all channels for monitoring agent performance and service quality.– Implement customer surveys across both voice and digital channels (e.g., IVR, SMS, email, web chat).– The business requires AI capability, including chatbots and voicebots, across all supported customer interaction channels (e.g., WhatsApp, web chat, IVR), capable of handling routine inquiries, providing contextual responses, and escalating complex cases to human agents where appropriate.– Enable targeted customer campaigns to improve satisfaction, and engagement outcomes.– Customizable dashboards and reporting tools for data–driven decision–making.(2) Pre–bid meeting will be held on September 17, 2026.