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DCC - Customer Contact Centre - Queue Management Software

This tender is using the new split file responses feature on GETS. The agency has indicated that they would like to receive responses separated by price and non price components. Please keep this in mind when preparing your response for submission via GETS.


Tender Closed
RFx ID : 26869152
Tender Name : DCC - Customer Contact Centre - Queue Management Software
Reference # : 10295
Open Date : Friday, 27 January 2023 3:30 PM (Pacific/Auckland UTC+13:00)
Close Date  : Tuesday, 28 February 2023 4:00 PM (Pacific/Auckland UTC+13:00)
Tender Type : Request for Proposals (RFP)
Tender Coverage : Sole Agency  [?]
Categories :
  • 72000000 - Building and Facility Construction and Maintenance Services
  • 81000000 - Engineering and Research and Technology Based Services
  • 83000000 - Public Utilities and Public Sector Related Services
  • Otago
Exemption Reason : None
Required Pre-qualifications : None
Contact : Dave Wish
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :

The Dunedin City Council (DCC) is seeking proposals to replace the current Customer Contact Centre software. The current system has functionality gaps, requires on-premise appliances and it no longer supports the DDC’s future ICT direction.
We require a cloud-based solution that ensures we can best serve our community’s needs, now and in the future.

We are seeking proposals from suppliers that can offer a cloud-based, scalable solution that meets the attached technical and functional requirements, which must:
• Operate with the current NEC and with Microsoft Teams Calling Support ‘working from home’ WFH capability.
• Meet the DCC’s Disaster Recovery (DR) requirements.
• Meet the DCC’s Business Continuity needs.