#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.
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.arnnet.com.au
About Datacom:
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
| 8.) |  Virtual Phone Numbers (DID) and Business VoIP Phone Service Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed. DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from... (read more) |
| 9.) |  Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall