Australia's New South Wales Government Chooses NEC Australia for Cloud-based Virtual Contact Centers
NEC Australia has been chosen to develop new cloud-based virtual contact centers for Australia's New South Wales (NSW) government. The company signed a contract to provide a service which the NSW government believes will enhance its ability to address customer enquiries by allowing more customers to enquire about NSW government services through a single telephone number.
The new center will leverage Genesys technology and come online towards the end of 2014. It will facilitate the connection of NSW government's existing locations to establish a single Virtual Contact Center. The solution will offer a number of call management functions including prioritization of calls and caller queues, and it will prove especially beneficial when addressing emergencies that might occur within the state. The first stage of the project will be able to manage around 10,000 calls simultaneously.
The news comes in the wake of the NSW government recently launching a "one-stop-shop" that allows suppliers to engage in Enterprise Resource Planning (ERP) services for government agencies. It also comes after NEC Australia received two NT State iAwards for its Northern Territory IT Apprenticeship Hub program that "best supports, promotes and encourages community cohesion and for delivering improved government service delivery to the community".
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