An Australian information and communications technology business recently signed a contract with the government of New South Wales to allow its customer service representatives to better respond to citizens with improved response times.
According to analysis of the issue reported by ZDNet, NEC (News - Alert) Australia will reportedly be installing a Genesys-based cloud contact center product that employees in the Parramatta and Newcastle contact centers will use to improve their customer service. Employees at those locations help conduct the Service NSW center that provides public resources for residents of NSW.
The center's website explains that the program makes "access to government transactions easier," and NSW Minister for Finance and Services Dominic Perrottet described it as a "one-stop shop" for government transactions. He also described the benefit the Genesys (News - Alert) contact center product will have on government employees and the residents they assist.
"It provides the opportunity to increase the number of lines offered to customers without being limited by physical location, enabling more government transactions and services to be offered through one number -- a great convenience to customers," Perrottet said.
Basically, it will allow customers to reach representatives through a single phone number for a variety of services. This will obviously make it easier for people to get to the services they need if agents handle their requests properly. For their part, government agents will be able to use the software to prioritize and queue callers and provide other elements of call management.
Prioritization, Perrottet explains, could be useful for emergency service workers who need to receive calls quickly and efficiently. Citizens with a strong need for an ambulance or police presence can be placed in front of callers waiting for account inquiries, for instance.
The cloud-based nature of the product will also allow it to scale directly alongside the government according to its needs. ZDNet indicated that the government currently employs 300 staff members between the Parramatta and Newcastle centers, and as it expands its services, which it plans to do, the number of employees should grow with that expansion.
Some of the services include in the online Service NSW portal include motor vehicle registration, rent payments, fishing license applications, and applications for NSW senior cards. Users can browse for services by topic, and those include business, government, emergency, housing, transport, and many others.
"Service NSW is committed to making it easier for NSW residents and businesses to connect with government by providing services that are available at a time and in a way that suits our customers," the website describes.
Edited by Alisen Downey