The Department of Defence planned to relocate call three centres into one premise in Mitchell as well as an upgrade to existing Avaya and Verint technology.
The newly located Defence Service Desk has 200 agents and 120 back office staff managing around 2000 calls per day from about 100,000 members of the agency both at home and abroad.
Specialist contact centre integrator, NSC Group, was chosen to assist with the contact centre project.
The relocation and consolidation also provided an opportunity for Defence to extend the deployment of its Avaya Contact Centre platform and Verint Workforce Optimisation applications.
With the products, Defence was now able to utilise additional including skills-based routing, more effective scheduling of resources and greater reporting options.
Large LCD screens deployed by NSC throughout the new centre provide agents and leaders with a real-time view of the service desk’s activity.
The technology deployed for this project includes; 320 IP Handsets for Contact Centre Agents and administration staff; Avaya Layer 2 & 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.