Enterprise Telephony and Contact Centre as a Service
Tender ID: 599163
Tender Details
Tender Description
TAFE NSW is seeking to modernise its telephony and contact centre infrastructure by transitioning from legacy, on-premises platforms to a contemporary, cloud-based solution
Project goals
- Explore the market for cloud-based CCaaS and telephony services.
- Improve agility, scalability, and disaster recovery through cloud-hosted platforms.
- Enable better integration with Microsoft Teams and other enterprise tools.
- Support a more flexible and cost-effective licensing model aligned with actual usage.
- Enhance customer experience through modern contact centre capabilities such as omnichannel support, AI routing, and real-time analytics.
- Provide integrations with TAFE NSW systems including CRM.
- Be PCI DSS compliant for credit card details handled by the contact centres
Scope
TAFE is seeking information from qualified vendors regarding the replacement of its existing contact centre infrastructure with a modern, scalable platform. The proposed solution should support omnichannel communication, enable real-time analytics, and enhance service delivery across all user groups. This initiative is a critical component of TAFE’s broader digital transformation strategy, aimed at ensuring students, staff, and stakeholders receive timely, consistent, and high-quality support.
Respondents are invited to provide details on their capabilities, relevant experience, and potential solutions that align with these objectives.
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