Objectives

The primary objective of this tender is to appoint a service provider to deliver an integrated cloud-based contact centre solution and an end-to-end cloud telephony system for the National Lotteries Commission (NLC) over a period of five years. The solution aims to enhance service quality, enable multi-channel communication, support employee mobility, and facilitate future scalability to accommodate current and anticipated growth in customer interactions and stakeholder engagement.

Scope

The scope encompasses:

• Implementation of a cloud-based contact centre supporting up to 50 agents, with inbound call handling, number porting, softphone licenses for 400 users, and integration with existing telephony infrastructure.
• Provision of functionalities such as call routing, IVR, self-help options, call recording, real-time and historical reporting, and integration with Microsoft Teams, MS Outlook, Webchat, SMS, and social media platforms.
• Support for remote and on-site operations, employee mobility, and integration with existing enterprise systems including Microsoft 365, Oracle Fusion, Oracle SQL, and VMWare environments.
• Post-implementation services including support, maintenance, training, and future enhancements such as speech analytics and external CRM integration.

Technical Requirements

The technical specifications include:

• Cloud-based contact centre and telephony system supporting devices across locations with high availability (minimum 99% uptime).
• Integration capabilities with Microsoft Teams, MS Outlook, WhatsApp for Business, and existing enterprise platforms via standard APIs.
• Support for employee mobility, remote call handling, and multi-channel communication (voice, Webchat, SMS, social media).
• Robust call routing, IVR, self-help, and emergency skill set features.
• Advanced call recording with search, export, and compliance with data retention policies (minimum 60 days).
• Security measures including user authentication, privileged access management, and hosting in South African data centers.
• Support for API connectivity, system customization, backup and restore functionalities, and compliance with ISO standards and relevant legislation (e.g., POPI, ECT Act).

Skills Requirements

The successful bidder must demonstrate:

• Proven experience in deploying cloud-based contact centre and telephony solutions, preferably within the government or similar sectors, within the last 10 years.
• Capability to provide comprehensive project management, technical implementation, and support services aligned with recognized project management methodologies.
• Ability to deliver training and knowledge transfer to NLC staff, including system administration, support, and ongoing system amendments.
• Expertise in integrating telephony solutions with existing enterprise systems, including Microsoft 365, Oracle platforms, and other relevant technologies.
• ISO 27001 compliance and adherence to industry best practices for security, data privacy, and business continuity.
• Capacity to provide ongoing support, maintenance, and system upgrades over the five-year contract period.