New Zealand - Contact Centres Platform

The Auckland Council group is seeking an established, enterprise-grade Contact Centre as a Service solution to improve the experiences of Aucklanders. The agency needs a cloud-native platform that supports a multi-entity deployment with configuration flexibility for each individual entity while maintaining consolidated visibility and administration at the group level. The selected provider must deliver this solution end-to-end, including implementation, change management, hypercare, and ongoing support. The scope of work requires proven omnichannel capability across voice, digital, and emerging channels, alongside active innovation and a credible product roadmap. The platform must operate within the New Zealand local government context, meeting all data sovereignty, privacy, and information security obligations. The agency requires a post-go-live support and optimisation model that drives value realisation, delivered offsite by the Original Equipment Manufacturer and its nominated delivery partner. Eligibility is restricted to onshore New Zealand organizations only. Evaluation criteria will focus on a clear and credible implementation methodology with demonstrable experience, as well as a transparent, scalable commercial model suited to a long-term local government partnership. The agency is looking for proposals to define the budget, and bidders must submit all questions no later than June 5, 2026.