Contact Centre System Managed Services

The Department of Transport (DoT) requires third party technical support and the supplementing of internal telecommunication administrative resources, for the DoT contact centre telephony and contact processing platform. The contact centre primarily delivers the Driver and Vehicle Services (DVS) public interaction function, however it is being expanded to service other departmental contact centre requirements and general telephony requirements, as existing corporate users are being migrated to this platform. The technical environment is based on Packaged Cisco Contact Centre Enterprise and has 203 agents split between Tassels Place (levels four and five), Cannington Licensing Centre and Essex St, Fremantle. An additional 1,000 general telephony users are being migrated to this platform from the DoT existing corporate call manager environment.