Tender Details

Country: Algeria
Summary: Eoi - Eg525nfi018 - Omnichannel Cloud-Based Contact Center Solution
DZT Ref No: 121241022
Deadline: 30 Jun 2025
Financier: World Food Programme (WFP)
Purchaser Ownership: Government
Tender Value: Refer Document
Notice Type: Tender
Document Ref. No.: EOI-EG525NFI018
Purchaser's Detail:
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Description:
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:

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Eoi - Eg525nfi018 - Omnichannel Cloud-Based Contact Center Solution - Algerian Tender

The WORLD FOOD PROGRAMME (WFP), a Government sector organization in Algeria, has announced a new tender for Eoi - Eg525nfi018 - Omnichannel Cloud-Based Contact Center Solution. This tender is published on AlgerianTenders under DZT Ref No: 121241022 and is categorized as a Tender. Interested and eligible suppliers are invited to participate by reviewing the tender documents and submitting their bids before the deadline on 2025-06-30.

The estimated tender value is Refer Document, and full details, including technical specifications and submission requirements, are provided in the official tender documents. Ensure all submissions meet the criteria outlined to be considered for evaluation.