This tender seeks a service provider to supply software licenses and support services for enhancing the existing Genesys Cloud-based customer service solution at the National Youth Development Agency. The contract duration is 36 months.
The National Youth Development Agency (NYDA) is inviting proposals from certified Genesys Cloud partners to supply software licenses, support services, and enhancements for its existing cloud-based customer service solution. The selected provider will be responsible for onboarding 43 branches and the head office, ensuring seamless integration with the existing ERP system, and delivering real-time assistance to agents. Key requirements include implementing AI-driven automation, quality assurance frameworks, and comprehensive training for all personnel involved.
The scope of work encompasses multichannel support, including voice, email, and messaging apps, with a focus on improving customer experience and operational efficiency. Bidders must demonstrate proven experience in implementing Genesys Cloud solutions and provide ongoing operational and technical support. This project aims to optimize customer service operations, reduce costs, and enhance the overall service delivery framework at NYDA, ultimately benefiting the youth of South Africa.
This tender is suitable for businesses that are certified Genesys Cloud partners with experience in providing cloud-based customer service solutions, software licensing, and technical support services. Companies with a strong background in AI integration and customer service optimization will find this opportunity particularly relevant.
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