SUPPLY, IMPLEMENTATION, MAINTENANCE AND SUPPORT OF A UNIFIED CHANNEL MANAGEMENT (CONTACT CENTRE) SOLUTION WITH INTEGRATED TELEPHONY FOR THE…

In short

The City of Cape Town is undertaking a strategic modernization initiative to establish a future-fit Channel Management capability that supports both Emergency (life-threatening) services and Non-Emergency (corporate and customer service) operations. The solution will provide an integrated platform capable of managing and orchestrating interactions across multiple communication channels, ensuring deterministic performance and resilience for Emergency Services, seamless, efficient service delivery for Non-Emergency Services, and consistent and accessible engagement across voice and digital platforms. It must support a modern omni-channel operating model, preserving interaction context across channels while maintaining appropriate levels of isolation, prioritisation, governance, and compliance between Emergency and Non-Emergency environments.