Hosted Telephony and Reporting Services

The Road Accident Fund (RAF) is inviting proposals for hosted Telviva telephony services, QueueMetrics reporting, and Call Cabinet recording solutions to support its contact centre operations for a period of 12 months. This initiative aims to maintain continuity in customer-facing services during the transition from an outsourced to an internal operating model. Bidders must provide comprehensive solutions that include licensing, maintenance, support, and integration with existing systems, ensuring seamless operations throughout the contract duration.

Key requirements include the provision of hosted telephony capabilities, operational reporting through QueueMetrics, and call recording services via Call Cabinet. Bidders must demonstrate their ability to integrate with the RAF's current contact centre ecosystem, ensuring that all components remain operational during the transition. The selected provider will be responsible for maintaining service quality, compliance, and security standards while providing ongoing support and maintenance, including timely responses to technical issues as outlined in the service level agreements (SLAs). This tender represents a significant opportunity for businesses specializing in telecommunications and contact centre solutions to engage with a major public entity in South Africa.