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News : Prophecy Signs Australian Tax Office to eMite

#contactcenterworld, @ato_gov_au

Sydney, Australia, July 4, 2023 — Business software developer Prophecy International Holdings Ltd (ASX: PRO, "Prophecy" or "the Company") is pleased to advise that the Company has achieved a material new customer win, signing a 3-year contract to provide eMite to the Australian Tax Office.

eMite is Prophecy's SaaS-based Customer Experience (CX) and contact (call) centre analytics platform that combines advanced analytics, data collection and correlation, KPI management and threshold alerting into a single, scalable solution.

The Australian Taxation Office (ATO) is the principal revenue collection agency of the Australian
Government. Its role is to administer the tax, excise and superannuation systems that support and fund services for Australians, and to deliver various social and economic benefits and incentive programs.

With over 18,000 staff and a presence in many locations across Australia, the ATO's responsibility to administer public funds requires the organisation to maintain high levels of quality, integrity, security, assurance and management oversight of its activities.

Through eMite, Prophecy will empower the ATO and the agents in its contact centre to implement services that add value to taxpayers, allowing the ATO to develop new systems while managing their existing IT assets. The solution Prophecy is deploying will integrate data sources from multiple business platforms to deliver a single source of truth for contact centre management, while also offering a replacement for the Genesys CCpulse and Pulse platforms that have been end-of-lifed.

Prophecy International Holdings CEO, Brad Thomas, said:

"We are delighted to partner with the ATO to raise the productivity of their contact centres through eMite. As the ATO supports Australian businesses and individual taxpayers, it is pleasing to see an Australian government department choosing to implement Australian sovereign technology and innovation.

"Prophecy remains very well placed to penetrate more deeply into government departments, both federally in Canberra, at a state level across Australia, and on a broader scale into state and federal governments internationally."

#contactcenterworld, @ato_gov_au

Posted by Veronica Silva Cusi, news correspondent

About Prophecy International:
Prophecy offers eMite a Contact Center Analytical and Reporting Platform. eMite provides ready to go Real Time and Historical Reporting Dashboards for Amazon, Genesys and Avaya Contact Center Platforms and integrates that data with WFM, CRM and Service Desk platforms.
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About Australian Tax Office:
Company LogoThe 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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Today's Tip of the Day - Multi Contact

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

Published: Thursday, July 6, 2023

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2024 Buyers Guide Help Desk Software


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.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.


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.

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.

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