Ministry of Agriculture, Forestry and Fisheries (MAFF)

Procurement of CRM Integrated Unified Call Centre Solution

Hidden GemGeneralPosted 3 mo ago

Location

Phnom Penh

Job Type

CONTRACT

Experience

5+ Years

Work Mode

On-site

About the role

The Ministry of Agriculture, Forestry and Fisheries (MAFF) requires the establishment of a production-grade, Cloud-Based Customer Relationship Management (CRM) Integrated Unified Call Centre Solution with a PABX as a part of Proposed ICT Solution for MAFF.
The selected Bidder will deliver a turn-key solution covering the supply, installation, configuration, system integration, commissioning, and post-go-live support of the platform.
The primary scope includes: CRM Application: Profile management, ticketing workflows, SLA tracking, and knowledge base.
Unified Call Centre Platform: Inbound/outbound calling, automated IVR, call recording (minimum 1-year retention), and supervisor barge-in/whisper features.
Infrastructure & Hardware: Cloud servers (Primary and DR), PBX environment, 6 Agent Workstations (Intel Core i5, 16GB RAM, 512GB SSD), 6 IP Phones, and professional headsets.
Connectivity & Support: SIP trunks, VPN links with QoS configuration, and continuous maintenance.
The absolute maximum duration for the entire scope from contract effectiveness to final system commissioning and user acceptance is twelve (12) weeks.
Comprehensive twelve (12) months warranty on the core infrastructure from the date of final operational acceptance, alongside mandatory ongoing 24/7 proactive maintenance.

Requirements

To minimize under-qualified vendor risk, interested bidders must satisfy the following strict criteria on a Pass/Fail basis: Corporate Experience: Minimum of five (5) years of active corporate operations as a registered entity specializing in telecommunications and software systems integration.
Track Record: Successful completion of at least two (2) multi-channel Call Centre or CRM integration projects of similar scope and technical complexity within the past five (5) years.
Experience with public sector deployments or international development projects (e.g., ADB, World Bank) is highly preferred.
Local Support Capacity: Documented presence of an established local office, joint-venture entity, or local technical partner within Cambodia capable of deploying rapid on-site support engineers.
Technical Capacity: Proven capability to execute full turnkey deployment and adhere to a minimum platform availability threshold of 99.9% uptime (24/7/365).

Required Skills

Telecommunications Systems IntegrationSoftware Systems IntegrationCall Centre IntegrationCRM IntegrationPublic Sector DeploymentInternational Development ProjectsTurnkey DeploymentProject ManagementRisk ManagementProblem SolvingOn-site SupportTechnical SupportPlatform Availability ManagementCRMCloud-BasedPABXICT SolutionSIPVPNQoS

Compensation Details

Commission:Structure included

About Ministry of Agriculture, Forestry and Fisheries (MAFF)

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The Royal Government of Cambodia has received financing from the Green Climate Fund through the Asian Development Bank (ADB) toward the cost of the Climate-Friendly Agribusiness Value Chains Sector Project (CFAVC). A portion of this funding will be applied to eligible payments under the contract for the procurement outlined below. The Ministry of Agriculture, Forestry and Fisheries (MAFF) requires the establishment of a production-grade, Cloud-Based Customer Relationship Management (CRM) Integrated Unified Call Centre Solution with a PABX as a part of Proposed ICT Solution for MAFF, The selected Bidder will deliver a turn-key solution covering the supply, installation, configuration, system integration, commissioning, and post-go-live support of the platform.