News : Datacom Makes its Mark with IP Australia
June 4, 2014 -- IT services vendor Datacom has been contracted to deliver contact centre services to the Intellectual Property rights agency, IP Australia.
Under the four-year contract, Datacom will be responsible for administering the government agency’s rights and legislation relating to patents, trademarks, designs and plant breeders’ rights.
The contract will be serviced by Datacom’s Sydney office and see IP Australia provided with a more agile and customer centric experience as the organisation continues to digitise and migrate services online.
Kirsty Hunter, Managing Director of Datacom Connect said the more integrated customer experience solution will be introduced over four years and includes the building of an intelligence platform that continues online migration and "better identifies the needs and views of Australia’s innovators by capturing data from the customer service channels."
"We are excited to be working with IP Australia as they embark on their customer experience and digital strategies. The Datacom Connect business is one of the ANZ region’s leading multi-channel contact centre service providers with a proven track record of working with all levels of the public sector.
"We are also pleased to be able to offer this service more broadly to other government departments through the multi-agency access arrangement."
Rob Bollard, IP Australia General Manager said "IP Australia is committed to developing a more efficient and agile system to meet the needs of Australia’s innovators.
"We have chosen to work with Datacom, who have demonstrated our shared vision to deliver a frontline customer experience that provides intelligence to better support and educate our customers on the advantages of the new digital experience."
Posted by Veronica Silva Cusi, news correspondent
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Datacom is one of the largest Technology Service Company's in Australasia region. We have a 40 year history specialize in delivering a brand customer experience for leading global Technology companies. We offer flexibility and choice, an engaged team of people, an open book approach and a customer focus second-to-none.
About IP Australia:
IP Australia administers Australia's IP rights system, specifically patents, trade marks, designs and plant breeder rights. Our core task is to administer statutes relating to IP. By granting these rights, IP Australia helps to create a secure environment for investment in innovation enable firms to build brand value and business reputation encourage the disclosure of inventions and the transfer of knowledge and technology provide a legal framework for trading intellectual assets. IP Australia incorporates the Patent, Designs, Trade Marks and Plant Breeder's Rights (PBR) Offices. It is a prescribed agency within the Department of Innovation, Industry, Science and Research (DIISR), operating independently of the Department on financial matters and with some degree of autonomy on other matters. By charging fees for services, IP Australia recovers more than 95% of costs.
Published: Thursday, June 5, 2014