Cloud-Based Customer Service Solution
Overview
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SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
Compulsory briefing session: September 17th, 2026
Closing date for submission of proposals: October 7th, 2026
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
National Youth Development Agency
DESCRIPTION
The vendor will provide a cloud-based customer service solution based on the Genesys Cloud Contact Centre platform, with improved redundancy and scalability. The solution will support voice, email, and WhatsApp channels across 43 agency branches and one head office, with full operational readiness.
The implementation will include branch-level configuration, assignment, management, updating, and migration of branch-specific contact numbers without disrupting live operations or the customer experience. The platform must provide real-time assistance to agents during voice and digital interactions, as well as a standardized and automated evaluation framework for monitoring agent performance and service quality across all channels.
The solution will support customer surveys through voice and digital channels, including IVR, SMS, email, and web chat. It must also provide AI capabilities such as chatbots and voicebots across supported channels, including WhatsApp, web chat, and IVR, enabling routine inquiries, contextual responses, and escalation of complex cases to human agents. Additional requirements include targeted customer campaigns and customizable dashboards and reporting tools for data-driven decision-making. A pre-bid meeting is scheduled for September 17, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due October 7, 2026.
- Who issued this RFP?
- It was issued by National Youth Development Agency. The work is located in Sunninghill, South Africa.
- Who is a good fit for this opportunity?
- Experienced Genesys Cloud and contact centre technology provider
- Proven delivery of omnichannel voice, email, WhatsApp, IVR, and web chat solutions
- Expertise in AI-powered chatbots, voicebots, agent assistance, and intelligent escalation
- Demonstrated ability to implement multi-branch contact centre deployments with minimal operational disruption
- Strong capabilities in customer experience analytics, quality management, surveys, dashboards, and reporting
- Established presence and implementation support capabilities in South Africa
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.