Top ICT tenders: SASSA to enhance contact centre
The South African Social Security Agency says it is targeting a modern, national citizen engagement capability.
The South African Social Security Agency (SASSA) is set to enhance its contact centre capabilities by awarding a tender for a cloud-based omni-channel contact centre as a service (CCaaS) solution, along with contact centre operations. This move is part of SASSA's efforts to modernize citizen engagement and improve service delivery across its national footprint.
The current contact centre managed services contract is set to end in November 2026, and the new solution will address the fragmented nature of the existing system, lacking a fully integrated omni-channel experience, single customer view, unified reporting, automated self-service, and a sustainable distributed workforce capability.
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