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Dimension Data to Undertake Technology Replacement Project with the NSW Department of Community Services

Critical technology upgrade to enhance capabilities of the Community Services Helpline in NSW
  • 05 February, 2009 12:51

<p>Dimension Data announced today it has signed a three-year, $4.5 million contract with the NSW Department of Community Services for the provision of a contact centre technology upgrade underpinning the agency’s Helpline (the ‘Helpline’) in NSW.</p>
<p>Community Services is the NSW Government agency for child protection. It provides a continuum of services, from early intervention to out-of-home care, to help build stronger families and communities.</p>
<p>The Community Services Helpline is a 24-hour statewide telephone service that allows people to report suspected child abuse or neglect.</p>
<p>The Department’s objective was to upgrade the hardware and software technology supporting the Helpline and improve its functionality.</p>
<p>Through this engagement, Dimension Data will enable NSW Community Services to maintain its ability to provide crucial services to the community, increase system capacity for the Department to deal with anticipated growth in call numbers, and enhance its reporting and recording facilities.</p>
<p>“Dimension Data understood the round-the-clock need for an agency such as the Department of Community Services. Dimension Data has proposed a best-of-breed, multi-vendor solution to meet this need, and more importantly, to provide improvements in the Helpline’s reporting and service delivery levels to customers,” said Dimension Data’s General Manager for Customer Interactive Solutions Robert Allman.</p>
<p>“We are able to provide a low-risk transition strategy that immediately reduces the risk to the Department of transitioning to a new technology,” Mr Allman said.</p>
<p>“Our differentiator was also our multi-vendor solution which incorporated 10 vendors’ technologies and accompanying managed services. We provided the Department a unique migration path from legacy TDM to a voice over IP environment with no interruptions to the Department’s 24/7 mission-critical call centre.”</p>
<p>The Department of Community Services specific requirements for the project were:</p>
<p>· Replacing the existing PABX (hardware and software)</p>
<p>· Replacing the existing IVR (interactive voice response) system (hardware and software)</p>
<p>· Implementation of call and screen recording (hardware and software)</p>
<p>· Implementation of call accounting system (to validate carrier bills, report on utilisation and caller demographics)</p>
<p>· Integrating the above into the Department’s existing environment</p>
<p>· Maintenance contract with defined service levels</p>
<p>To upgrade the existing equipment and services underpinning the Helpline, Dimension Data will implement a range of new hardware and software technologies from Cisco, IBM, Genesys, Verint and EMC.</p>
<p>About Dimension Data</p>
<p>Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data applies its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customised client solutions.</p>
<p>For further information:</p>
<p>Helen Han</p>
<p>Dimension Data</p>
<p>Tel: 02 8249 5684</p>

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