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News : Datacom Takes Hybrid Approach to WA Transport Contact Centre Overhaul

#contactcenterworld, @datacom

Perth, Australia, Jan 25, 2021 -- Datacom is set to overhaul the Western Australian Department of Transport’s legacy contact centre technology with a hybrid solution after being handed a contract.

The five-year contract sees the New Zealand-headquartered IT services provider pull in multiple vendors for the new system, including Genesys, livepro, Verint and Google Cloud, all of which Datacom will manage in its capacity as the lead partner for the project.

According to a WA government contract notice, Transport requires the implementation of a contact centre solution with an integrated knowledge management solution (KMS), delivering new technology with improved capability that supports an enhanced customer experience for the Department of Transport and Main Roads.

The WA Department of Transport’s contact centre operations deliver critical services to people across the state, including driver, vehicle and boat licensing services, main roads information and the recent creation of the State Public Information Line (SPIL) for information on COVID-19.

Under the terms of the new contract, Datacom will help navigate the Department of Transport’s contact centre transformation, managing the design and deployment of solutions including Datacom’s Payment Gateway.

"Together, these technology solutions will help the Department of Transport communicate and collaborate with WA’s 2.6 million citizens and will be able to draw on the latest AI [artificial intelligence] innovations to automate labour-intensive tasks, ensuring customers get fast, accurate information at a time that suits them," Datacom Australia and New Zealand public sector managing director Mark Muru said.

"This is supported by 340 contact centre agents and includes solutions that will enable Department of Transport’s customers to be empowered with self-service options, freeing up agents to manage complex customer requirements and improving their overall experience," he added.

#contactcenterworld, @datacom

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.arnnet.com.au


About Datacom:
Company LogoDatacom 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.
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Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

Read today's tip or listen to it on podcast.

Published: Tuesday, January 26, 2021

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2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
PH: 612-601-1095

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
PH: 03333 660 160
 

New 2021 Membership

About us - in 60 seconds!

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Upcoming Events

This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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