The south african social security agency hereby invites request for information specifications (RFI) for cloud-based omni-channel contact centre as a service (ccaas)

channel Contact Centre as a Service (CCaaS)

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ACD Automatic Call Distribution – the contact centre capability that

automatically routes inbound calls to the appropriate queue or agent based

on configured business rules, skills, priority, and availability.

CRM Customer Relationship Management – the system or platform used to

manage customer records, cases, interaction history, and service

workflows across contact centre channels.

DTMF Dual-Tone Multi-Frequency – the touch-tone signalling used when

callers press keys on a telephone keypad, typically for IVR menu

navigation and data entry.

DR Disaster Recovery: the processes, architecture, and failover

arrangements used to restore services after a major incident.

IVR Interactive Voice Response – the automated telephony system that

allows callers to interact using voice prompts or keypad input and routes

them to the appropriate service option or agent.

Local A Local Distributor is the South African in-country partner of the

Distributor technology manufacturer who can legally and operationally provide the

solution locally.

OEM Original Equipment Manufacturer – the principal vendor or product

owner that develops, owns, and supports the core solution or platform.

O

• --

The South African Social Security agency hereby invites Request for Information specifications (RFI) for Cloudbased Omni-channel Contact Centre as a Service (CCaaS)

{"closingDate":"20 July 2026","closingTime":"11:00 AM"}

{"name":"Mr Mandla Sibeko CONTACT PERSON","email":"[email protected]","phone":"012 400 2634","department":"/ PUBLIC ENTITY)","address":"niDESCRIPTION channel Contact Centre as a Service (CCaaS)"}

channel Contact Centre as a Service (CCaaS)

• --

ACD Automatic Call Distribution – the contact centre capability that

automatically routes inbound calls to the appropriate queue or agent based

on configured business rules, skills, priority, and availability.

CRM Customer Relationship Management – the system or platform used to

manage customer records, cases, interaction history, and service

workflows across contact centre channels.

DTMF Dual-Tone Multi-Frequency – the touch-tone signalling used when

callers press keys on a telephone keypad, typically for IVR menu

navigation and data entry.

DR Disaster Recovery: the processes, architecture, and failover

arrangements used to restore services after a major incident.

IVR Interactive Voice Response – the automated telephony system that

allows callers to interact using voice prompts or keypad input and routes

them to the appropriate service option or agent.

Local A Local Distributor is the South African in-country partner of the

Distributor technology manufacturer who can legally and operationally provide the

solution locally.

OEM Original Equipment Manufacturer – the principal vendor or product

owner that develops, owns, and supports the core solution or platform.

O

• --

The South African Social Security agency hereby invites Request for Information specifications (RFI) for Cloudbased Omni-channel Contact Centre as a Service (CCaaS)

Yes No Yes No [A B-BBEE STATUS LEVEL VERIFICATION CERTIFICATE/ SWORN AFFIDAVIT (FOR EMES & QSEs) MUST BE SUBMITTED IN ORDER TO QUALIFY FOR PREFERENCE POINTS FOR B-BBEE] ARE YOU THE ACCREDITED ARE YOU A FOREIGN BASED REPRESENTATIVE IN SUPPLIER FOR THE GOODS SOUTH AFRICA FOR Yes No /SERVICES /WORKS Yes No THE GOODS OFFERED? /SERVICES /WORKS [IF YES ENCLOSE PROOF] [IF YES, ANSWER PART B:3 ] OFFERED? QUESTIONNAIRE TO BIDDING FOREIGN SUPPLIERS IS THE ENTITY A RESIDENT OF THE REPUBLIC OF SOUTH AFRICA (RSA)? YES NO DOES THE ENTITY HAVE A BRANCH IN THE RSA? YES NO DOES THE ENTITY HAVE A PERMANENT ESTABLISHMENT IN THE RSA? YES NO DOES THE ENTITY HAVE ANY SOURCE OF INCOME IN THE RSA? YES NO IS THE ENTITY LIABLE IN THE RSA FOR ANY FORM OF TAXATION? YES NO IF THE ANSWER IS “NO” TO ALL OF THE ABOVE, THEN IT IS NOT A REQUIREMENT TO REGISTER FOR A TAX COMPLIANCE STATUS SYSTEM PIN CODE FROM THE SOUTH AFRICAN REVENUE SERVICE (SARS) AND IF NOT REGISTER AS PER 2.3 BELOW. SBD1 PART B TERMS AND CONDITIONS FOR BIDDING

Bid submission: 1.1. Bids must be delivered by the stipulated time to the correct address. Late bids will not be accepted for consideration. 1.2. All bids must be submitted on the official forms provided–(not to be re-typed) or in the manner prescribed in the bid document. 1.3. This bid is subject to the preferential procurement policy framework act, 2000 and the preferential procurement regulations, 2017, the general conditions of contract (gcc) and, if applicable, any other special conditions of contract. 1.4. The successful bidder will be required to fill in and sign a written contract form (sbd7).

TAX COMPLIANCE REQUIREMENTS 2.1 BIDDERS MUST ENSURE COMPLIANCE WITH THEIR TAX OBLIGATIONS. 2.2 BIDDERS ARE REQUIRED TO SUBMIT THEIR UNIQUE PERSONAL IDENTIFICATION NUMBER (PIN) ISSUED BY SARS TO ENABLE THE ORGAN OF STATE TO VERIFY THE TAXPAYER’S PROFILE AND TAX STATUS. 2.3 APPLICATION FOR TAX COMPLIANCE STATUS (TCS) PIN MAY BE MADE VIA E-FILING THROUGH THE SARS WEBSITE WWW.SARS.GOV.ZA. 2.4 BIDDERS MAY ALSO SUBMIT A PRINTED TCS CERTIFICATE TOGETHER WITH THE BID. 2.5 IN BIDS WHERE CONSORTIA / JOINT VENTURES / SUB-CONTRACTORS ARE INVOLVED, EACH PARTY MUST SUBMIT A SEPARATE TCS CERTIFICATE / PIN / CSD NUMBER. 2.6 WHERE NO TCS IS AVAILABLE BUT THE BIDDER IS REGISTERED ON THE CENTRAL SUPPLIER DATABASE (CSD), A CSD NUMBER MUST BE PROVIDED. 2.7 NO BIDS WILL BE CONSIDERED FROM PERSONS IN THE SERVICE OF THE STATE, COMPANIES WITH DIRECTORS WHO ARE PERSONS IN THE SERVICE OF THE STATE, OR CLOSE CORPORATIONS WITH MEMBERS PERSONS IN THE SERVICE OF THE STATE.” NB: FAILURE TO PROVIDE / OR COMPLY WITH ANY OF THE ABOVE PARTICULARS MAY RENDER THE BID INVALID. SIGNATURE OF BIDDER: ................................................... CAPACITY UNDER WHICH THIS BID IS SIGNED: ................................................... (Proof of authority must be submitted e.g. company resolution) DATE: ...................................................

No specific requirements found

B-BBEE Details: a, Pretoria

Bidding procedure enquiries may be directed to technical enquiries may be directed to:

CONTACT PERSON Mr Mandla Sibeko CONTACT PERSON N/A

Telephone number 012 400 2634 telephone number 0N/A

Facsimile number n/a facsimile number n/a

E-MAIL ADDRESS [email protected] E-MAIL ADDRESS [email protected]

Supplier information

Name of bidder

Postal address

Street address

Telephone number code number

Cellphone number

Facsimile number code number

E-mail address

VAT registration

Number

Supplier tax central

Compliance compliance supplier

Orstatus system pin: database

No: MAAA

B-bbee status tick applicable box] b-bbee status level [tick applicable box]

Level verification sworn affidavit

Certificate

Yes No Yes No

[A B-BBEE STATUS LEVEL VERIFICATION CERTIFICATE/ SWORN AFFIDAVIT (FOR EMES & QSEs) MUST BE SUBMITTED IN

Order to qualify for preference points for b-bbee]

Are you the

Accredited are you a foreign based

Representative in supplier for the goods

SOUTH AFRICA FOR Yes No /SERVICES /WORKS Yes No

The goods offered?

/Services /works [if yes enclose proof] [if yes, answer part b:3 ]

Offered?

Questionnaire to bidding foreign suppliers

Is the entity a resident of the republic of south africa (RSA)? yes NO

Does the entity have a branch in the RSA? yes NO

Does the entity have a permanent establishment in the RSA? yes NO

Does the entity have any source of income in the RSA? yes NO

Is the entity liable in the RSA for any form of taxation? Yes NO

If the answer is “NO” to all of the above, then IT is not a requirement to register for a tax compliance status

System pin code from the south african revenue service (SARS) and if not register as per 2.3 Below.

Sbd1

Part b

Terms and conditions for bidding

1. Bid submission:

1.1. Bids must be delivered by th