Procurement of Call Centre Solution for Several Offices in Uganda

UN Secretariat

Published: May 28, 2026

Updated: Jun 6, 2026

Source: UNGM - United Nations Global Marketplace

About This Opportunity

UN Secretariat - Request for EOI

This is a services contract in the environment and climate, education and training, information and communication technology, architecture and engineering and governance and public administration sectors. Located in Uganda, Africa, this opportunity is open to firms and consortiums. Proposals must be submitted before June 10, 2026.

Published through UNGM - United Nations Global Marketplace, part of the United Nations system, which follows UN procurement standards. UN-funded opportunities are typically open to vendors registered in the UN Global Marketplace for services in the environment and climate sector. Service contracts are typically evaluated on both technical quality and price, and may require bidders to demonstrate relevant experience and qualified personnel. Interested parties should review the full documentation on the original source before submitting their proposal.

Description

Agency: UN Secretariat | Reference: EOIUNODC24448 | Type: Request for EOI

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 the call center software and applications are protected from security threats.
o Compatibility testing: Test each computer to ensure compatibility with the call center software and applications and ensure that the software is functioning correctly.

c) Call Center Headsets:

o Noise cancellation: Provide headsets with active noise cancellation (ANC) technology to reduce ambient noise and improve call quality.

The ANC feature should be adjustable, so that the user can set it to the desired level depending on the noise level in their environment.
o Comfort: Provide headsets with comfortable ear cushions and headbands that can be adjusted to fit different head sizes.

The headsets should also be lightweight and have a flexible boom microphone for easy positioning.
o Compatibility: Ensure that the headsets are compatible with the call center software and applications, and that they can be easily integrated with the softphone software.
o Microphone quality: Provide headsets with high-qualit

CONTACT:
• Email: grace.kinyara@un.org

Data provenance

This notice is sourced from UNGM - United Nations Global Marketplace and was originally published on May 28, 2026. Last refreshed today. BidsFactory mirrors official procurement notices and links back to the source for full legal text.

About UN Secretariat

UN Secretariat has issued 351 procurement notices on BidsFactory, including 45 currently open and 0 awarded contracts. Activity concentrates in General Supplies & Services, Construction & Civil Works, and Architecture & Engineering Services. Tenders span 10 countries including Senegal, Chile, and Mozambique. Notices are distributed via UNGM - United Nations Global Marketplace. Most recent publication: June 6, 2026.

Frequently asked questions about this tender

How can I submit a bid?

Visit UNGM - United Nations Global Marketplace to access the full notice, required documents, and submission instructions provided by the contracting authority.

When does this tender close?

The submission deadline is June 10, 2026. You have 4 days left to prepare and submit your proposal to the contracting authority.

Who is the contracting authority?

This notice was issued by UN Secretariat in Uganda. The authority is responsible for evaluating bids, awarding the contract, and managing performance.

What type of contract is this?

This is a Services contract in the Environment & Climate sector. The classification helps bidders match the opportunity to their qualifications and registered scope of supply.

Where will the contract be performed?

The contract is for delivery in Uganda. Foreign bidders should review local registration, taxation, and any in-country presence requirements before submitting.