PROVISION OF CONTACT CENTRE AS A SERVICE SOLUTION 2023 – SAFARICOM PLC

SAFARICOM PLC TENDER NOVEMBER 2023 

PROVISION OF CONTACT CENTRE AS A SERVICE SOLUTION

1.0  INTRODUCTION

Safaricom is the leading Technology and Telecommunications services provider in Kenya. While offering traditional telecommunication services over mobile and fixed networks, we have grown to be the largest mobile financial services provider in the world, by several metrics. Our M-Pesa brand is world renown. Safaricom is continuously evolving as we seek to meet the dynamic requirements of our growing customer across the consumer (retail) and enterprise segments. We continuously challenge ourselves to roll out innovative products and services. Innovation remains at the heart of what we do, both in the way we deploy technology and the offerings we give to our customers. We have a rich ecosystem of partners whom we work with in setting up the fit for purpose IT stack. We are also increasingly growing our software engineering capacity as we aim to be more agile, innovative and cost optimal.

A growing focus area for Safaricom is the Enterprise market segment where there is increasing demand for ICT solutions to support the operations of Small and Medium Enterprises as well as Government and large corporations. While we have made great strides in increasing our capacity and capability to develop solutions in-house, we have identified opportunities that would best be unlocked by working in partnership with other solution providers.

Safaricom PLC is therefore seeking Expressions of Interest (EOI) from reputable providers of Contact Center Solutions.

Software for call center management will typically be a suite of applications that helps businesses handle large volumes of customer interactions through calls. It streamlines interactions between customers and agents, manages customer relationships and is purpose build to improve agent productivity and efficiency. The basic capabilities will be focused on call handling, with additional features such as speech analytics, queue management and CRM integration.

2.0  AIMS AND OBJECTIVES

This Expression of Interest (EOI) is intended to identify experienced and reputable providers of contact center solutions who Safaricom PLC would partner with to deliver solutions to our customers. Given our vast IT estate and experience supporting mission critical systems, we see strong synergy in working with providers of software applications to develop customer centric business support solutions we would support.

In this relationship, Safaricom would leverage its strong brand and solution support and delivery capabilities. The partner would supply a fully functional software solution which may be shipped as is, or with some modification according to client’s preference.

enquiries relating to this EOI should be addressed to; RAMAYO@Safaricom.co.ke ; aongayo@Safaricom.co.ke copy to bids@Safaricom.co.ke and sent on or before 2nd November 2023.

All EOI responses should be sent to the same email addresses on or before 7th November 2023 15:00PM

3.0  EOI Requirements for the bidders

More details on this EOI can be found on their website:  https://www.safaricom.co.ke/about/join-safaricom/our-suppliers/tenders

4.0  INSTRUCTIONS TO RESPONDENTS

Instructions that responses to this EOI MUST adhered to are highlighted in the detailed TOR accessible using the link: https://www.safaricom.co.ke/about/join-safaricom/our-suppliers/tenders

1)    Please provide all responses in standard file formats i.e. XLSs, DOC(X) and PDF.

2)    Please NOTE that the receipt of a response shall not bind Safaricom into any contractual agreements with the vendor responding to this EOI. Such arrangements shall only come into place once a tender process has been undertaken and an award issued to successful bidder(s) as evaluated technically and commercially.

3)    Please NOTE that any costs associated with the preparation and submission of the response to the EOI shall be borne by the vendor.

4)    Please indicate if you intend to submit this bid as a joint venture/consortium or any other joint format and state the partner in this case.

5)    Please submit your organization and staff experience information in the format provided in appendix 1 (Information on staff and organization experience) of this document.

6)    Please share accompanying links to demos/documentation on the necessary technical descriptions of previous work undertaken of a similar nature.

5.0  NEXT STEPS

Once Safaricom PLC receives responses to this EOI on the closure date indicated, an Evaluation

Committee will be constituted to evaluate the responses provided by the EOI respondents.

–         The Evaluation Committee constituted shall evaluate all the responses to the EOI and including all supporting documents, links & documentary evidence. Please NOTE that failure to submit requisite supporting documents or documentary evidence, may lead to rejection of the EOI response.

–         The Evaluation Committee may seek additional documents as it deems necessary, at its discretion as part of the evaluation exercise that will be undertaken

–         EOI respondents who meet the minimum requirements will be called for a detailed presentation for further evaluation of their technical capability, product quality, Quality Analysis procedure, etc. as part of the EOI evaluation.

–         Only those EOI respondents that meet the minimum requirements indicated in the Aims and Objectives section will be shortlisted following successful presentation of their offering/solution proposal

–         Successful potential partner(s) will be notified accordingly.

Below is a summary of activities from when the EOI will be sent out to closure/contracting.

NOTE; These durations are tentative and any changes that deviate from the below will be communicated.

6.0  NOTE

Safaricom PLC reserves, at its sole discretion, the right to select or reject either in totality or partially, any or all proposals made in the context of this EOI. Any such decisions made will be final and no correspondence will be engaged into, other than for informing the bidders of the outcome of the process.