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
The goals of the tender include exploring the market for cloud-based CCaaS and telephony services; improving agility, scalability, and disaster recovery through cloud-hosted platforms; and enabling better integration with Microsoft Teams and other enterprise tools.
Supporting a more flexible and cost-effective licensing model aligned with actual usage; enhancing customer experience through modern contact centre capabilities such as omnichannel support, AI routing, and real-time analytics; and provideing integrations with TAFE NSW systems including CRM are also goals of the tender.
The initiative is described as 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.
The tender closes on 1 December 2025 at 3:00 PM.
Earlier this year, TAFE NSW announced it is preparing to spend almost $22 million on its future enterprise resource planning environment as its SAP platform approaches end-of-life.
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