Contact Centre as a Service

AUT is implementing its future Whole of University Service Model and is seeking to modernise the technology supporting our student experience support teams and self-service capabilities to support a seamless, integrated and digital-first student experience. The future service model will enable students to engage through their preferred channels, move between digital self-service and assisted service without losing context, and receive consistent, timely and personalised support. Delivering this experience will require integration between the Contact Centre as a service capability, Microsoft Dynamics 365 CRM, Marketo, knowledge management, student information systems, and other relevant enterprise services. AUT is undertaking this Expression of Interest (EOI) to understand the solutions and delivery approaches available in the market. This includes opportunities to retain, enhance or integrate existing technology investments, or replace components where there is a demonstrable business and commercial benefit. The EOI will inform AUT’s future-state architecture, investment planning and procurement decisions, including the identification of suitably capable suppliers for potential participation in subsequent procurement activities. AUT has not predetermined a preferred technology platform or replacement approach.