Avaya has been selected as the Australian Department of Defence’s contact centre technology and services provider, with the firm winning an exclusive five-year contract to help Defence migrate and consolidate its 14 contact centres to Avaya’s omnichannel platform.
“The migration to a centralised environment for each of its contact centres creates the opportunity for Defence to get closer to its ‘customers’ – whether they are employees across its various departments or external parties – than ever before,” said Avaya ANZ MD Peter Chidiac.
“Once the transition is complete, Defence will be able to combine automation and analytics to provide personalised experiences to all stakeholders.”
Avaya said Defence’s contact centres comprised about 650 personnel, servicing some 40 lines of business. “The new solution will enable Defence’s contact centres to be fully unified with all communications channels and associated applications. This will help Defence expand its automation and analytics capabilities,” it added.
It also said that once complete, the agreement will allow contact centre agents within each operational arm of Defence to have visibility into combined data sets, allowing them to deliver personalised interactions ranging from simple tickets for desktop support to more sophisticated issues related to Defence business lines.
In addition, operators will be able to resolve issues at first point of contact.capability. By creating integrated contact centres within its own environment, Avaya will deliver the foundation for omnichannel interactions allowing operators to tailor their responses to meet individual needs.
Avaya is also stepping up accessibility for all personnel who engage with the contact centres. For example, the new capability will cater for callers who may have hearing impairments, giving them a specialised service that optimises their experiences.