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News : ATO Extends Deal with Telco Optus for Another 18 Months

#contactcenterworld, @optus, @ato_gov_au

Sydney, Australia, July 17, 2020 - The Australian Taxation Office (ATO) has extended its megadeal with telco Optus for managed network services for 18 more months. Australia’s revenue agency extended the decade-long deal as it continues to look for other telcos to create a new multi-sourcing arrangement.

The deal with Optus has been extended till 30th December 2021

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ATO’s 10-year deal with Australia-based Optus covered data and voice carriage, telephone, local and wide-area networks along with contact centre infrastructure. The contract was supposed to expire on 30th June 2020 to pave way for 6 new managed network service bundles. The procurement is still incomplete, therefore the Optus contract has been extended for another 18 months in addition to supporting a successful seamless transition to a new supplier.

A spokesperson told iTnews that the extension comprises of 2 work orders, only 1 of which is extended for 18 months: BAU services. BAU services took up the majority of the contract. The second work order is for the renewal of managed network services (MNS) software licenses and maintenance for 36 months.

#contactcenterworld, @optus, @ato_gov_au

Posted by Veronica Silva Cusi, news correspondent
Source: https://itmunch.com

About Optus:
SingTel Optus Pty Limited is the second largest telecommunications company in Australia, and is a wholly owned subsidiary of Singapore Telecommunications. The company primarily trades under the Optus brand, while maintaining several wholly owned subsidiary brands, such as Virgin Mobile Australia and Boost Mobile in the mobile telephony market, Uecomm in the network services market and Alphawest in the ICT services sector.

About Australian Tax Office:
The Australian Taxation Office (ATO) is an Australian Government statutory agency and the principal revenue collection body for the Australian Government. The ATO has responsibility for administering the Australian federal taxation system and superannuation legislation. Responsibility for the operations of the ATO are within the portfolio of the Treasurer of the Commonwealth of Australia.

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More Editorial From Optus

Published: Monday, July 20, 2020

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2021 Buyers Guide
Get Listed
Help Desk Software

1.)

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.)

Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.)

Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

https://knowmax.ai/

4.)

Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.)

OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.)

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.