Service Provision for Integrated Voice Recording (IVR) System for the National Emergency Operating Center – CORDAID

Job Summary

 

The Government of Zimbabwe has received financing from the World Bank toward the cost of the Service Provision for Integrated Voice Recording (IVR) System for the National Emergency Operating Center and intends to apply part of the proceeds for consulting services.

The consulting services (“the Services”) include Customization of a subscription free Call Centre package that includes software and hardware to manage the voice calls and real time data visualization of the call centre activities. The Voice CRM should link with real time call logs and call history. It should have the capacity to ticket calls as well as record calls that have failed to get through and have call closure mechanism (Feedback) recording.

Integrated Call Center Customer Relationship Management (CRM) with Interactive Voice Response (IVR)

The proposed solution will build on the Ministry of Health and Child Care’s 2019 Hotline to COVID -19 surveillance, information dissemination and grievance redress mechanism. It is aimed at promoting counselling and community-owned citizen engagement data collection mechanisms (citizen-generated data) through various platforms (SMS, phone calls or social media) to fill data gaps relevant to COVID 19 response. The project will use data visualizations from call logs.to effectively monitor the performance of the Call Center in attending to calls, recording calls, classifying calls and monitoring the closure of issues emanating from the calls.

Duties And Responsibilities

 

Purpose of the Assignment
The purpose of this assignment is to customize CRM that will support the Ministry of Health and Child Care Call Centre with an automated IVR, call routing, recording and real time data capturing, monitoring, and reporting.

The consultancy will span for 75 days from deployment of the solution to full functional system based on the agreed deliverables. The firm must also provide support for up to 3 months in order to assist Call center administrators and support staff and bug fixes.

The detailed Terms of Reference (TOR) for the assignment can be found on the link below:
https://docs.google.com/document/d/1NwXvw3BbREKmUKsGR0fmsakzxSBANYei/edit?usp=sharing&ouid=102721930449710025452&rtpof=true&sd=true

Qualifications And Experience

 

Required Qualifications, Experience and Skills
1. Key personnel of the firm should have a bachelor’s degree in Computer Science, Information Systems or similar telecommunications specialty required.
2. The firm must demonstrate experience in development, installation, and technical support in operationalization of integrated CRM with IVR functionality and an advanced understanding of IVR technology and related telecommunications devices, networks, software, and systems.
3. Have the ability to adhere to applicable regulations, contract terms and condition.