Teaching Council of Aotearoa New Zealand

Cloud Based Contact Centre Telephony Solution with Salesforce Integration

We are seeking to replace our current telephony solution for our Contact Centre to enable us to drive service innovation, enhance service performance, and significantly improving the customer experience for teachers.

By adopting a more cost-effective, digital contact centre platform that leverages advances in technology - such as AI-driven call handling and system-generated insights - we aim to modernise our service delivery while ensuring long-term sustainability.

To help us do this, we’re looking for information from qualified organisations that can offer an affordable, cloud-based contact centre telephony solution with strong integration with Salesforce. The solution should help us manage a growing number of customer inquiries without needing to grow our current team, while also giving us better visibility into our customer interactions and smarter ways to respond.

We have a very small contact centre team of around 8 staff that handle around 50,000 inbound calls each year together with a further 50,000 or so in inbound emails, so scalability and automation are really important to us. The volume of inbound calls has a very pronounced peak over the period November to February every year, which normally far outstrips the ability of our staff to maintain our desired service level performance, so we need a solution that will help address this and/or encourage teachers to shift to other available self-service channels.

Our key objectives with a new phone system are to reduce our operating costs, improve the customer experience, and empower customers through self-service. We are also looking for any and all opportunities to improve reporting and the call centre experience for both our staff and customers calling in and are interested in what AI can do in this space.

Other requirements include:

Meets ISO27001:2022 standards

Must support our organisation’s hybrid working arrangements including Work from Office and Work from Home

Stores recorded data inside Oceania region where possible

Ability to store calls for up to 7 years.