Contact centre integrator, NSC Group, is assisting the Australian Department of Defence with a contact centre project involving the relocation of three centres into new premises.
It also involves an upgrade to existing Avaya and Verint technology.
The newly located Defence service desk in the Canberra suburb, Mitchell, has 200 agents and 120 back office staff managing around 2000 calls per day from more than 100,000 members of the Australian Defence Force.
Key requirements for the new contact centre include the ability for improved workforce planning, project call volumes and their impact on service levels, streamlined reporting on productivity, utilisation and occupancy to assist with the management of the day-to-day operation.
“We are pleased to be working with Defence on this important project,” NSC Group managing director, Craig Neil, said.
Technology used in the deployment includes 320 IP handsets for contact centre agents and administration staff, Avaya Layer 2 and 3 network switches, Avaya ACD skills based routing, Avaya CMS call centre reporting, Verint work force optimisation and LCD screens for real time call centre statistics display.
The upgraded solution will also provide Defence with the ability to forecast three, six and 12 months in advance, enhance roster flexibility and improve productivity through the ability to schedule agents with blended skills.