This tender has closed on 9 October 2026.
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The South African Social Security Agency seeks proposals for a Cloud-Based Omnichannel Contact Centre as a Service (CCaaS) and operational services for a three-year period. This initiative aims to enhance communication efficiency and service delivery to beneficiaries.
The South African Social Security Agency (SASSA) is inviting proposals for the provision of a Cloud-Based Omnichannel Contact Centre as a Service (CCaaS) along with comprehensive Contact Centre Operations services. This tender is aimed at establishing a modern, efficient, and scalable contact centre solution that integrates multiple communication channels, including voice, email, chat, and social media, to improve accessibility and responsiveness for SASSA beneficiaries. The selected service provider will be responsible for the implementation, management, and continuous improvement of these services over a period of three years.
Key requirements include the ability to deliver a fully integrated contact centre solution that supports high volumes of interactions while ensuring data security and compliance with relevant regulations. The service provider must demonstrate expertise in cloud technologies, omnichannel communication strategies, and customer service excellence. Additionally, the proposal should outline strategies for training SASSA staff, enhancing user experience, and providing ongoing technical support. By adopting this CCaaS model, SASSA aims to streamline operations, reduce response times, and ultimately improve the overall service delivery to its beneficiaries, ensuring that they receive timely assistance and information.
This tender is suitable for businesses specializing in cloud-based communication solutions, contact centre technology providers, and firms with expertise in customer service operations. Companies with experience in public sector contracts and a proven track record in delivering scalable and secure contact centre solutions are encouraged to apply.
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