THE APPOINTMENT OF A SERVICE PROVIDER TO SUPPLY SOFTWARE LICENCES, SUPPORT SERVICES, AND ENHANCE THE EXISTING GENESYS CLOUD-BASED CUSTOMER SERVICE SOLUTION FOR HEAD OFFICE CONTACT CENTRE PERSONNEL AND RECEPTIONISTS ACROSS BRANCHES AND DISTRICTS.Closed

Overview

Procurement of a service provider to supply Genesys Cloud software licences, support services, and enhance the Genesys Cloud-based customer service solution for NYDA’s head office contact centre personnel and receptionists across branches and districts. Bidders should be Genesys Cloud partners or system integrators with proven Genesys Cloud expertise, ERP/OpenERP (Odoo) integration capabilities, and South African regulatory compliance credentials (CSD registration, SARS tax status, B-BBEE).

Requirements

• Must be a current authorised Genesys partner with certification valid for the contract duration.
• Demonstrated ability to implement and support a Genesys Cloud-based contact centre (CX3/CX4 licensing considered) across multiple sites with ERP integration.
• Compliance documentation: CSD registration, SARS Tax Pin, Tax Compliance status, and B-BBEE verification or affidavit.
• Returnable documents completed on NYDA tender forms (SBDs) plus joint venture/consortium provisions if applicable; 3 client testimonials for Genesys Cloud experience; proof of ongoing support capabilities (service desk, escalation, SLAs).
• Provide detailed licensing model, pricing, and cost breakdown; training and knowledge transfer plan; project methodology and delivery manager with relevant ICT/CC experience.
• Compliance with general contract terms and confidentiality obligations; adherence to RT/esc timelines.

How to Apply

• Briefing session: compulsory, 17 September 2026 at 10:00 via Microsoft Teams (TeamViewer link provided in tender doc) (Genesys Tender Document.pdf).
• Closing date: 7 October 2026 at 11:00. Bids must be delivered to NYDA, 7 Naivasha Road, Sunninghill, 2191 (Genesys Tender Document.pdf).
• Submission method: one original hardcopy plus a soft copy (PDF) on a USB; no email/fax submissions; tender box at NYDA head office (7 Naivasha Road) (Genesys Tender Document.pdf).
• Documents to submit (returnable): SBD1, SBD4 disclosure form, SBD6.1, CSD proof, SARS PIN, Tax clearance, B-BBEE certificate/affidavit, joint venture agreement (if any), proof of Genesys authorised partnership, and testimonials; include a separate JV documentation if applicable (Genesys Tender Document.pdf).
• Registrations/pre-qualifications: valid CSD registration; SARS PIN; Tax compliance status; B-BBEE documentation; evidence of Genesys Cloud partnership.
• Documents available: via NYDA and National Treasury e-Tender portals (refer to tender package) (Genesys Tender Document.pdf).