Vendor needs to provide cloud–hosted call centre software subscription and support service. – Supply, implementation, hosting, support, and maintenance of a cloud–hosted Call Centre Software System for a period of twenty–four months. – Provide a fully functional, cloud–hosted call centre and customer engagement system, including: • System implementation and configuration • Software subscription and hosting • Training of municipal users • Ongoing support and maintenance • Optional enhancements and customization (as instructed) – System Architecture & Hosting • Cloud–hosted SaaS solution. • Secure, POPIA–compliant hosting environment. • Minimum 99.5% uptime. • Daily automated backups and disaster recovery. • Data ownership to remain with the Municipality. – Centralized intake and management of: • Voice calls (call centre operators) • Web portal • Mobile application or responsive web • Email • SMS • WhatsApp or approved messaging platforms – The system must provide auditable, verifiable, and exportable reports.