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.
Posted by Veronica Silva Cusi, news correspondent
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.
Published: Tuesday, January 26, 2021
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