Contact Centre as a Service

Overview AUT is implementing its future Whole of University Service Model and is seeking to modernise the technology supporting its 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. Purpose 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. Scope Delivering the future student experience will require integration between: Contact Centre as a Service capability Microsoft Dynamics 365 CRM Marketo Knowledge management Student information systems Other relevant enterprise services Enquiries Contact: Duncan Orr Email: duncan.orr@aut.ac.nz