Telephony and Workforce Management Services

The Road Accident Fund (RAF) is inviting bids for the appointment of a service provider to deliver comprehensive licensing, hosting, maintenance, support, and enhancement services for its telephony and workforce management systems. The successful bidder will manage the Telviva Cloud Telephony Platform, QueueMetrics Reporting, Call Cabinet Recording, NICE Workforce Management (WFM), and CallBi Speech Analytics solutions. This contract will span 36 months, ensuring that RAF maintains operational stability and service continuity across its contact center operations.

The scope of work includes the provision of licenses, administration, and optimization of the telephony and reporting solutions, as well as ongoing support and maintenance. The selected provider will also be responsible for ensuring compliance with security standards, managing integrations with existing systems, and facilitating knowledge transfer to RAF personnel. This engagement is critical for enhancing RAF's customer service capabilities and operational efficiency, ultimately supporting its mandate to provide timely and effective assistance to road users in South Africa.