Dimension Data has won a $7 million contract to overhaul contact centre services for the NSW public housing agents.
The newly-merged Department of Communities and Justice tapped the provider to implement and manage Genesys Pure Engage Cloud (PEC) due to its previous system being unable to handle the number of staff users.
The new solution is intended to help Housing Contact Centre (HCC) agents assist people complete online forms via online chat and co-browsing.
The deployment is expected to take nine months, finishing in early 2020, with Dimension Data then managing the system until January 2023.
Initially, the licensing agreement will cover a minimum of 245 concurrent agents but is intended to meet an increase in staff headcount.
“PEC is a cloud solution, which will be integrated into some existing HCC applications to streamline the flow of information between systems,” a Department of Communities and Justice spokesperson said.
“The new solution underpins client experience, ensuring housing staff can best service our clients.”
The department declined to reveal the system’s previous supplier.
The contract appointment follows the merger on 1 July between the Department of Family and Community Services (FACS) and the Department of Justice into the Department of Communities and Justice.