EOI - EG525NFI018 - Omnichannel Cloud-Based Contact Center Solution

WFP is actively working on transforming the current voice-only beneficiary service hotline model into an advanced omnichannel cloud-based communication framework to transform current Model from a typical call-center via voice calls to a modernized Community Communication Cloud (branded as Aid Hotline) where the affected population can communicate via various communication channels (Voice calls, Live Chats, Forms, Internet calls, BOTs …etc) while these communications are unified under one beneficiary persona. Ultimately, this solution is expected to provision one- and two-way communication channels managing all communication campaigns such as registration using self-service forms, chatbot, SMS, outgoing robot calls … etc, and monitoring activities on-site using forms, and remotely using calls and messaging. The Aid Hotline is expected to serve as the interface between WFP and the people it serves across all kinds of activities on-site and remotely across the globe.
In that context, a central entity will manage and provision Aid Hotline as Solution-As-A-Service (SaaS) for country offices ensuring standardized approach, streamlined technical support, and operations unity globally ensuring separation of data among the countries with a central management layer. Also the solution is expected to manage internal communications between service providers and internal clients such as IT Service Desk operations.
The primary objective is to transform and modernize WFP’s contact center operations by deploying a robust, cloud-native omnichannel solution. The solution should not only enhance the efficiency and responsiveness of agent interactions across all countries but also deliver a unified and seamless experience to the millions of individuals we serve. The solution must be secure, scalable, and flexible enough to accommodate diverse communication preferences, integrate smoothly with our existing systems, and comply with major data protection regulations and data security standards (GDPR compliance, PCI certified) as well as WFP data protection and privacy standards.
The objectives of this procurement activity subject of deployment a contact center solution are:
• Establish a scalable, cloud-native, multi-tiered omnichannel contact center platform, hosted in WFP instances such as Amazon AWS and Microsoft Azure (data, engine, …etc.).
• Enable seamless and secure engagement across voice, email, live chat, social media, SMS, and messaging apps.
• Provide agents with a single unified desktop interface with full context and interaction history.
• Support multilingual multi-tiered user interface mainly English, French, Spanish and Arabic; and multilingual customer communication Globally considering WFP operations across all continents and countries. The service provider should list all languages supported in both user interface, and customer communication.
• Offer full integration with CRM platforms (primarily SugarCRM, Salesforce, Service Now and EasyVista) and other enterprise tools.
• Ensure conformance and compliance with respected global data protection standards (such as GDPR) and encryption standards (PCI certified).
• Offer a licensing model based on monthly active agent license usage enabling flexibility and efficiency to optimize the number of agent licenses as per the demand.