Procurement of Call Centre Solution for Several Offices in Uganda

Tender summary

The United Nations Office on Drugs and Crime Regional Office for East Africa (UNODC ROEA) invites qualified interested firms to submit Expression of Interest (EOI) to participate in the upcoming solicitation for Supply, delivery and installation of Call Centre Solution for Several Offices in Uganda. The United Nations Office on Drugs and Crime Regional Office for Eastern Africa (UNODC ROEA) is looking to procure Call Centre Solution sevices and equipment as below: 1. Call Center Software: Software that provides automatic call distribution, call monitoring, and call recording features. 2. Phone System: VoIP phone system that supports high-quality audio, call routing, and call queuing. 3. CRM: A CRM system that allows agents to manage individual interactions and track individual history. 4. Helpdesk System: The call center should be equipped with a helpdesk system that allows agents to manage customer issues and support tickets. 5. Data Network: A data network that provides sufficient bandwidth, high speed, and a secure and scalable network topology. 6. SMS Services: SMS are commonly used for providing specific details to the relevant stakeholders. An integrated SMS solution will enable the call center agents to send the required information to the stakeholders. 7. Monitoring Screen: A large monitoring screen that displays call information and helpdesk ticket information in real-time. 8. Training: Regular training sessions for agents on call handling, customer service, and product knowledge. 9. Quality Assurance: A quality assurance program that includes regular call monitoring, agent coaching, and feedback. 10. Performance Metrics: Track performance metrics such as average handle time, first call resolution rate, stakeholder satisfaction, and agent productivity. • Provide evaluation services for the UN interested stakeholders with an overall independent assessment of the performance of the ‘Maritime security in the Red Sea area’ programme, with attention to the different levels of results measured against the expected objectives. • Identify key lessons learned, conclusions and make recommendations to inform decision makers on how to improve potential future interventions. • Assist stakeholders to understand the performance of the interventions from project inception until the project’s finalization and to inform the planning of the future interventions. • Assist stakeholders to understand whether the governance mechanism of the intervention allows for a suitable and efficient representation of the interests of key stakeholders. • To prepare an evaluation document on implementation of the Red Sea Programme between 2021 to 2026. The following deliverables are expected: a) Local Area Networking: o Detailed network design and implementation plan o Deployment of call center server and related software. o Installation of racks, routers, firewalls, and other necessary network hardware3 b) Agent Computers: o Computers: Provide and install desktop and laptop computers that meet the minimum hardware specifications required for the call center software and applications. This could include specifications such as a minimum of 8GB RAM, a quad-core CPU, and a solid state drive. The computers should also have at least two network ports to support the use of a softphone and network connectivity. o Operating System: Install and configure a compatible operating system such as Windows 11, depending on the call center software and applications. o Softphone software: Install and configure a compatible softphone software such as Zoiper or X-Lite, depending on the call center software and applications. Each computer shall have a unique extension assigned to it for easy identification. o Network connectivity: Configure network connectivity for each computer, including static IP addresses, DNS server settings, and routing configurations. o Antivirus and Firewall: Install and configure an antivirus and firewall on each computer to ensure that t

What to check before bidding

• Issued by UN Secretariat.
• Located in Uganda.
• Source notice EOIUNODC24448 on UNGM.
• Notice published 28 May 2026; Tenqual indexed it 29 May 2026.
• Deadline listed as 10 Jun 2026.
• Source documents portal identified.
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