Omnichannel Contact Centre – Inbound & Outbound call-handling and Omnichannel solution services

Dear Valued Bidders (Malaysian Registered Company Only)

Greetings from UNICEF Malaysia.

United Nations Children's Fund (UNICEF) Malaysia Country Office wishes to invite you to participate in a tender for "Omnichannel Contact Centre – Inbound & Outbound call-handling and Omnichannel solution services" through a competitive bidding process. In this respect, UNICEF invites you to submit technical and financial proposals as outlined in the Request for Proposals for Services (LRPS) and the terms and conditions contained herein.

Receipt of Invitation and Intent to Submit

Please acknowledge receipt of this invitation e-mail and confirm your Interest/Intent by replying to this e-mail by 8 February 2024.

Request for Clarification

Please study the tender documents, and if you have any questions, please register all your enquiries to the "Annex E - Enquiries & Clarification Form" and e-mail them to mmeorsha@unicef.org and mmohd@unicef.org latest by 13 February 2024 (17:00 Malaysia Time).

Bid Conference/Tender Briefing

Bid Conference/tender Briefing will be held on 20 February 2024 (15:00 Malaysia Time) via online meeting – Microsoft Teams. Please alert on Meeting Invitation that will be sent by Mohd Kamarul Azizi Nordin, e-mail mmohd@unicef.org

We appreciate the time and interest of those who attended the Bid Conference for this RFP. Please click the link below if you wish to refer to the recording for the Bid Conference. Access to the recording will be expired on the same date as the submission deadline.:

https://unicef-my.sharepoint.com/:v:/g/personal/mmohd_unicef_org/EXH3bE9GJg5KvbLh5EOV_DgBgj7axEPcuiwt4dqFN1Ojeg?e=ynLYGO 

Deadline of Proposal Submission

Proposal/quotation must be submitted and received by e-mail ONLY to:

mlya-procurement@unicef.org not later than 7 March 2024, 17:00 Malaysia Time. Otherwise, submission will be considered invalid.

Tender Documents

Complete tender documents consist of below:

1. LRPS-2024-9184940 (Including Annex A – UNICEF General Terms and Conditions)
2. Terms of Reference/Statement of Work attached at Annex B.
3. Annex C - MDM Vendor Master Registration
4. Annex D - UNGM Vendor Registration
5. Annex E - Enquiries & Clarification Form
6. Annex F - LTA Omnichannel Price Proposal Table

Important note;

1. To read, understand and comply with the Terms & Conditions outlined in the tender document LRPS-2024-9184940 (Including Annex A – UNICEF General Terms and Conditions) by signing the Form page 5.
2. Bidders are required to complete & submit the MDM Form (see Annex C).
3. Alert on all the important dates;

• Confirm your Interest/Intent: 8 February 2024.
• Enquiries submission: 13 February 2024 (17:00 Malaysia Time).
• Bid Conference/Tender Briefing : 20 February 2024 (15:00 Malaysia Time).
• Tender submission deadline: 7 March 2024, 17:00 hrs Malaysia time.