UTS is seeking to modernise its Contact Centre Environment with a more scalable, feature rich, future focused, communication platform to enable enhanced user experience and customer engagement, while reducing operational costs. We are seeking to reduce average interaction times of both phone and written interactions whilst simultaneously enhancing customer satisfaction. This platform will service multiple departments across UTS at all points of the student and staff journey and involve out of the box integrations with key systems used at UTS such as Salesforce and Service Connect.

UTS is also seeking to uplift its telephony services by migrating to a Cloud PABX that can connect into both Microsoft Teams Phone feature and physical handsets still in use across the UTS campus. The platform must be secure, future focused, reliable, and easy to use.

ENQUIRIES

Enquiries should be made via the online forum within the tendering portal. Enquiries for this tender close on Monday 14th April 2025 at 16:00 AEDT. UTS staff are unable to respond to verbal or email enquiries in relation to this Tender.

ELECTRONIC SUBMISSIONS

Completed responses are to be submitted via the electronic tender box. Respondents will receive a Successful Submission Receipt timed and dated upon completion. Should assistance be required please use the online manual on the portal under Support/Online Manuals/Making a Submission.

UTS is not bound to accept the lowest priced tender or all or any part of a submission and reserves the right to conduct the Request for Tender process and select the successful respondent(s) as it sees fit. Late, verbal, faxed, mailed, or emailed submissions will not be accepted.