Quotations are hereby invited for the appointment of a service provider to Supply Q Contact Call Centre License & Maintenance for a period of 3 years. Scope of work: - Must include support for the period of 3 years; - QContact V2 CRM Omnichannel License per user x 8 agents and 1x supervisor; - CRM, Omni Channel Contact Centre & Ticketing -Usage based billing model for 8 Users; - Integration with email with Office 365 outlook client; - Must have ticket management functionality to allow agents to chat, create, update, classify track and include automated escalations of tickets. - Must provide customer satisfaction survey; - Must Cater for integrated social media platforms (Voice, Video, WhatsApp, Facebook etc); - Must have built in CRM; - WhatsApp Chatbot; - Call recording with playback function; - Must have 500 per Channel for WhatsApp Channel x 3 years; - Must have QContact ZA DDI Number (060 Number) x 1 - 3 years (Annually); - The 060 number must come with a higher Contactability rate for the overall quality and reliability; - Enhanced call routing; - Interactive tracking and Reporting; - Recording of calls (Quality Management); - Recording to be shared with IT team; - The bidder should provide support and maintenance on ad-hoc basis for 3 years. (Offerte №114721274it)