Procurement of Cloud-Based (SaaS) Contact Centre Solution for In-House Call Centre

Punjab Life Insurance Company Limited (PLIC) invites bids for the procurement of a cloud-based (SaaS) contact centre solution for its in-house call centre focused on corporate health insurance. Items being procured: - Cloud-based (SaaS) Contact Centre Solution This corrigendum revises the original bidding documents following discussions with prospective bidders and a review of the scope of work, technical requirements, and price schedule. Key amendments include exclusion of Disaster Recovery (DR) site functionality, Omni-channel functionality, API integration, and ticketing from the scope of work. The bidder must provide its own backend number mapping for the UAN number and include the associated cost in its financial quotation. Additionally, the bidder shall provide its own ISP Layer-2 data connection for deployment at the cloud data center. The voice recording retention period has been revised from three years to one year. Call Waiting / IVR functionality will be provided by PLIC and is not part of the bidder's scope. The price schedule has been adjusted accordingly to exclude costs related to Omni-channel functionality, API integration, ticketing, and Disaster Recovery (DR) site functionality. However, the backend number required for UAN mapping must be included in the financial quotation. All other terms, conditions, specifications, and requirements of the bidding documents remain unchanged. The bid opening date remains unchanged at **14 September 2026**. Bidders are advised to carefully review these amendments and submit their bids in accordance with the revised requirements and price schedule. A practical tip for bidders: Ensure your financial quotation clearly includes the cost for backend number mapping for UAN, as this is a mandatory requirement and exclusion may lead to disqualification.