ATO to boost call centre software

The Australian Taxation Office is aiming to upgrade its call centre capabilities by deploying new systems to replace end-of-lifed platforms.

The agency entered a three-year, $2.5 million contract with Prophecy for its software-as-a-service eMite solution, which brings data from multiple business platforms into a single view for contact centre management.

eMite will also replace the ATO’s Genesys CCpulse and Pulse platforms, which are currently used to see real-time contact centre statistics, routing calls and can monitor activities such as email.

Genesys CCPulse and related platforms were end-of-lifed in January 2021 and reached end-of-support in December 2022.

Under the eMite contract, the new services will be deployed for an initial three-year term with a minimum commitment of $2.5 million over the contract term, $1.05 million of which will fall in the first year [pdf].

Prophecy’s SaaS-based customer experience and contact centre analytics platform covers analytics, data collection and correlation, KPI management and call volume changes.

An ATO spokesperson was contacted for additional comment.

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AndyC

Andy Curtis is an award-winning security consultant, researcher and public speaker. He has been working in the computer security industry since the early 1990s, having been employed by state and federal government, leading healthcare and banking providers across three continents. He has given talks about computer security for some of the world’s largest companies, worked with law enforcement agencies on investigations into hacking groups, and is a regular voice on TV and radio explaining IT security threats.

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