It has been decided by Services Australia to move their contact center management services from Telstra to Optus.
The change is viewed by the agency as an opportunity to modernize their telephony systems, as stated to iTnews.
Describing their contact center as the largest in the Southern Hemisphere, handling “over 1 billion online transactions and 55 million calls annually.”
According to a spokesperson from Services Australia, “It’s crucial to have efficient and effective tools in place to cater to our customers’ needs.”
Optus will be furnishing a cloud-based contact center platform and associated connectivity services for Services Australia agents.
The spokesperson further explained, “Optus’ advanced cloud-based contact center solution, used in their own operations, offers us the necessary capabilities, flexibility, and scalability to support government policy objectives and modernize our services for the future.”
“Being a front-runner in integrated communications in Australia, Optus has a comprehensive network across the country,” they added.
Services Australia noted that Optus’ track record with other federal government contracts, including Home Affairs, the ATO, Defence, and the Department of Agriculture, Fisheries and Forestry (DAFF), was positively reviewed.
The ongoing year will serve as a transition period, maintaining the existing Telstra-based contact center platform and connectivity while Optus implements their system for seamless continuity.
The financial details of the deal are yet to be disclosed.
This shift comes as Services Australia undergoes a significant overhaul of its telecommunications systems, the first in over a decade.
An article in January mentioned the establishment of a Telecommunications Services Program (TSP) by the agency, intending to provide cutting-edge telecommunications capabilities to Services Australia and up to 10 reliant entities.
As of now, Telstra has been contracted to provide corporate telephony services until 2026 for $17.7 million and mobile services until the end of the current year for just under $8 million.
The spokesperson expressed, “Our association with Telstra has been the backbone of our service delivery and corporate telecommunications for more than ten years.”
“We are eager to continue collaborating with Telstra as our internal telephony partner,” they added.
Remaining portions of the TSP are still awaiting contracting.
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