As part of its advanced digital services strategy, UNSW is seeking to find out information regarding contact centre options available in the marketplace. UNSW currently supports 14 call centres built on the Genesys Express platform interacting with the University’s NEC PABX systems. The call centres are based on business and operational groupings within the university’s organisational structure. The Genesys Express software solution is supported on premise within a small team of telephony engineers. The Genesys system is considered complex and requires highly trained Genesys engineers to manage and support the day to day operations of the University’s call centre services.