Revenue NSW hunts for data services for telephony platform

Revenue NSW is seeking a scalable solution for real-time data extraction, integration, and optimisation of Genesys Cloud telephony platform.

Revenue NSW utilises Genesys Cloud as its telephony and workforce engagement platform to support customer service delivery. Genesys Cloud provides a range of APIs for data extraction; however, Revenue NSW currently faces two key challenges in leveraging these APIs effectively.

These challenges originate from limitations within the agency's internally developed integration layer. These limitations are a direct result of architectural constraints and historical design decisions within internal systems that affect how the agency interacts with these APIs.

While some APIs are in use, there are critical gaps in access to data that are essential for operational insight and workforce optimisation.

Specifically, Revenue NSW lacks access to APIs related to workforce management; quality metrics; and customer feedback and surveys.

Integration with Revenue NSW’s existing analytics and reporting infrastructure is also difficult, impacting the agency’s ability to fully leverage the platform’s data capabilities.

This results in labour-intensive API development; data warehouse compatibility issues; ongoing maintenance concerns; and limited data extraction frequency.

These limitations hinder Revenue NSW’s ability to efficiently access and operationalise data, which in turn affects its capacity to drive customer-centric efficiencies and uphold service quality and compliance standards.

The solution the agency is searching for should enable streamlined and automated access to all of Genesys Cloud data through scalable API integrations, reducing manual effort and improving agility, as well as ensure integration with Revenue NSW’s current data warehouse environment, addressing connectivity and compatibility issues.

It should also provide capabilities for more frequent data extraction (beyond daily), enabling timely insights and responsive decision-making; minimise the need for ongoing technical maintenance through resilient, low-touch integration approaches and supportable architecture; and facilitate the generation of actionable insights to improve customer service delivery, monitor performance, and ensure compliance.

All data stored and passed through the product must adhere to Australian data sovereignty and storage requirement, meaning all data must remain onshore in Australia and not to be stored off-shore (even temporarily).

The tender closes on 07 November 2025 at 3:00 PM.