Customer Service Systems Uplift - EOI

The objective of this Expression of Interest (EOI) is to gain a comprehensive understanding of the market and the capabilities of existing systems in the supply of a holistic, omni-channel Customer Communication System.

The current customer service model lacks a unified platform to effectively manage customer interactions across voice, webchat, email, social media, and in-person touchpoints. As such, Council is seeking innovative and scalable solutions that offer omnichannel functionality, to integrate with existing platforms such as MS Teams and OneCouncil CIA, and provide advanced reporting, automation, and AI-enabled insights.

This initiative is part of Council’s broader digital transformation strategy, aimed at modernising operations, enhancing the customer experience, and streamlining internal workflows across all service channels.