Tender: Platinum Support and Maintenance for NSW Police Contact Centre Ecosystem

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NSW Police Force is seeking a supplier for a Platinum Level Support and Maintenance Service for its Contact Centre Ecosystem to ensure ongoing operational reliability of this business-critical environment. The successful respondent will provide proactive, preventative, corrective and adaptive maintenance, maintain all relevant OEM support entitlements, and deliver specialist technical expertise across the Avaya, Genesys and Verint technology stack to keep the environment secure, resilient and performing at optimum levels. The engagement is designed to maximise service availability and operational continuity, minimise unplanned outages, ensure rapid incident response and restoration, maintain OEM-supported software and hardware versions, proactively identify and mitigate operational risks, maintain recording integrity and evidentiary compliance, and provide strategic lifecycle and technology roadmap guidance. The scope includes Avaya PABX, Session Border Controllers and Avaya Aura components; Genesys Cloud, Genesys Engage or successor contact centre platforms; IVR, voice routing, call flow and workforce engagement components; Verint call recording, quality management, workforce management, speech analytics, desktop analytics and interaction recording; associated databases, middleware, APIs and integrations; supporting servers, virtual infrastructure and application services; and required third-party integrations.