Dimension Data has won a $4.5 million contract with the NSW Department of Community Services.
The three-year contract is to upgrade the hardware and software that supports the Community Services Helpline – a 24-hour statewide telephone service that allows people to report suspected child abuse or neglect.
DiData will replace the department’s existing PABX and interactive voice response (IVR) systems, and will implement call and screen recording, and a call accounting system. The contract is also for maintenance and service.
DiData will use hardware and software from Cisco, IBM, Genesys, Verint and EMC.
DiData general manager for customer interactive solutions, Robert Allman, said the contract was the integrator’s most significant engagement with DoCS.
“We’re finding more work with government agencies on a State and Federal level at the moment,” he said. “We’re also finding good traction with financial services as institutions look to drive through initiatives in this area as a competitive differentiator.”
Allman said that VoIP was a popular area of interest at the moment in workforce optimisation. “Globally, Australia has a bit slower on the uptake of VoIP, but how there’s a lot of momentum in this area.”