Contact Centre Ecosystem Support and Maintenance Services

Overview NSW Police Force is seeking a Respondent to provide Support and Maintenance Services to its Contact Centre Ecosystem, delivered as a comprehensive Platinum Level Support and Maintenance Service. Purpose NSWPF requires this Platinum Level Support and Maintenance Service to ensure ongoing operational reliability of this business critical environment. The successful Respondent will be required to provide proactive, preventative, and corrective maintenance services to ensure the environment remains fully supported, secure, resilient, and operating at optimum performance levels. Objectives The support and maintenance engagement shall be designed to: Maximise service availability and operational continuity Minimise unplanned outages and service disruptions Ensure rapid incident response and restoration of services Maintain OEM supported software and hardware versions Proactively identify and mitigate operational risks Maintain recording integrity and evidentiary compliance obligations Ensure system performance, capacity and resilience requirements are met Provide strategic lifecycle and technology roadmap guidance Scope The Respondent is required to provide comprehensive Platinum Level Support and Maintenance Services for NSW Police Force's contact centre environment, including but not limited to: Avaya PABX and telephony infrastructure Avaya Session Border Controllers Avaya Aura platform and associated components Genesys Cloud, Genesys Engage, or successor contact centre platforms IVR, voice routing, call flow and workforce engagement components Verint call recording platforms Verint Quality Management Verint Workforce Management Verint Speech Analytics Verint Desktop Analytics Verint Interaction Recording Associated databases, middleware, APIs and integrations Supporting servers, virtual infrastructure and application services Third party integrations required for operational functionality The services shall include corrective, preventive, adaptive and proactive maintenance activities. Contractor Requirements Maintain all relevant OEM support entitlements Provide specialist technical expertise across the Avaya, Genesys and Verint technology stack Enquiries Primary contact: fava1lil@police.nsw.gov.au, 0427968543