Eoi - Eg525nfi018 - Omnichannel Cloud-Based Contact Center Solution (+100 Countries) Tender

Procurement Summary

Country : Afghanistan

Summary : Eoi - Eg525nfi018 - Omnichannel Cloud-Based Contact Center Solution (+100 Countries)

Deadline : 02 Jul 2025

Other Information

Notice Type : Tender

TOT Ref.No.: 121619821

Document Ref. No. : EOI - EG525NFI018 Amended

Financier : World Food Programme (WFP)

Purchaser Ownership : Public

Tender Value : Refer Document

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Tender Details

WFP is actively working on transforming the current voice-only beneficiary service hotline model into an advanced omnichannel cloud-based communication framework to transform current Model from a typical call-center via voice calls to a modernized Community Communication Cloud (branded as Aid Hotline) where the affected population can communicate via various communication channels (Voice calls, Live Chats, Forms, Internet calls, BOTs …etc) while these communications are unified under one beneficiary persona. Ultimately, this solution is expected to provision one- and two-way communication channels managing all communication campaigns such as registration using self-service forms, chatbot, SMS, outgoing robot calls … etc, and monitoring activities on-site using forms, and remotely using calls and messaging. The Aid Hotline is expected to serve as the interface between WFP and the people it serves across all kinds of activities on-site and remotely across the globe.In that context, a central entity will manage and provision Aid Hotline as Solution-As-A-Service (SaaS) for country offices ensuring standardized approach, streamlined technical support, and operations unity globally ensuring separation of data among the countries with a central management layer. Also the solution is expected to manage internal communications between service providers and internal clients such as IT Service Desk operations.The primary objective is to transform and modernize WFP's contact center opera...

Documents

 Tender Notice