Deployment and Managed Operations of a Unified Cloud-Based Contact Center Solution on a Turnkey Basis

The SBP Banking Services Corporation (SBP BSC) Karachi is procuring a comprehensive Unified Cloud-Based Contact Center Solution on a turnkey basis. This procurement covers supply, installation, configuration, integration, maintenance, and technical support of a cloud call contact center solution with AI-enabled features, multi-channel support including voice, web chat, WhatsApp, Facebook messaging, and integration with on-premise voice gateways via SIP trunk. The initial deployment will be in Karachi and Lahore with potential expansion to other cities. The technical scope includes OEM-backed solutions with high availability, auto-scaling, encryption, multi-language chatbot, AI support, role-based access control, audit trails, and 24/7 OEM support. The solution must support up to 50 agents and 10 supervisors, handle 20,000 calls per day, and provide detailed reporting and analytics. Hardware requirements include enterprise-grade USB headsets, redundant SIP gateways, and 4-hour hardware replacement support. Eligibility criteria require bidders to be OEM partners or authorized resellers with at least 3 years of experience, valid FBR registration, ATL status, and a minimum annual turnover of PKR 600 million. Bidders must have a support office in Karachi and provide OEM-backed training and maintenance. Key dates include bid submission by 05 May 2026 at 11:00 AM via EPADS, with bid security of PKR 2,200,000 required. The contract period includes 6 months for installation and 3 years of support post operational acceptance. Bidders should ensure compliance with all technical specifications and submit complete technical and financial proposals electronically. A practical tip for bidders: Ensure your bid security is submitted both electronically and physically before the deadline to avoid disqualification. Also, carefully review the detailed technical specifications and provide all required supporting documents to meet the minimum eligibility and technical compliance criteria. Early preparation and thorough documentation will enhance your chances of success in this competitive procurement.