Service SA deploying new telephony system

Service SA, the South Australian Government’s customer services arm, is deploying a new telephony and workforce management system for the agency’s 20 shopfronts and central contact centre.

Specialist contact centre services company QPC is deploying the new platform, which is based on Genesys’s PureConnect and Customer Interaction Center (CIC) solution.

PureConnect includes functionality for internet protocol private branch exchange (IP PBX), automatic call distribution, interactive voice response (IVR), unified messaging, desktop faxing and other services.

Service SA Manager for Customer Service Delivery Kevin Kelly said the company decided on a hosted PureConnect platform after more than a year evaluating the various technology options.

“We have a distributed working model in place where we have contact centre agents located in a number of customer service centres across the state,” Kelly said.

“We therefore needed a hosted infrastructure that could support our telephony needs as well as provide an automated rostering capability that could improve staff efficiency.”

Technology partners QPC and Optus helped the Service SA team deploy PureConnect across its physical customer centres and main contact centre. The next phase of the project involves deploying the platform’s workforce management and automatic rostering capabilities, which are expected to be operational by May.

Following this stage, focus will shift to deploying Qmatic queue management terminals at each customer service centre. The first of these has already been deployed at the new customer centre in Seaford Meadows as a proof of concept.

Image courtesy QPC.

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