A municipality in South Africa is seeking a qualified vendor to supply, implement, and support a cloud-hosted call centre software system over a 24-month period. The selected provider will be responsible for delivering a comprehensive solution that includes the subscription, implementation, hosting, training, ongoing support, and maintenance of the call centre and customer engagement system.

The required system must be a secure, cloud-hosted SaaS platform that is compliant with POPIA data protection regulations. Key features include centralized management of communications across multiple channels, such as voice calls, web portals, mobile applications, email, SMS, and WhatsApp or other approved messaging platforms. The solution must ensure at least 99.5% uptime, daily automated backups, robust disaster recovery, and uninterrupted data ownership for the municipality.

Additional requirements involve user training, auditable and exportable reporting capabilities, and the possibility for optional system enhancements or customization as needed. This opportunity is suitable for vendors with experience in deploying and supporting complex, secure, and highly available cloud call centre solutions.