Provision of a Workplace Management System and Associated Services

Transperth requires a Workplace Management System system which can be fully integrated with the existing Telephone Switching System.

The Public Transport Authority is seeking to acquire a Workplace Management System for use in Transperth’s Passenger Information Service to improve the management of workload and enable the achievement of a consistent and high level of service commensurate with a modern and efficient contact centre.

Transperth requires a system which can be fully integrated with the existing Telephone Switching System.

 Accurately forecast daily and long term workload;
 Create optimal schedules to meet specified service levels;
 Monitor staff performance and, in particular staff adherence;
 Track and manage staff performance at an individual, team and centre level.