Better customer experience with new contact centre technology

The Ministry of Justice is modernising its contact centre to ensure efficient and reliable communications with its 1.2 million customer calls each year.

The Ministry has partnered with Vodafone for the contact centre technology replacement.

Ministry Acting Chief Executive Audrey Sonerson welcomed the change.

“Our contact centre’s telecommunications technology is aged and out of step with what our customers expect.

“As our primary phone customer service channel, it handles in excess of 1.2 million calls each year, ranging from collecting court-ordered fines to queries about jury service.”

The replacement will improve the Ministry’s contact centre telephony and workflow distribution capability, and includes:   

  • telephony, hardware and desktop software
  • staff rostering, scheduling and workflow distribution capability, and
  • quality management tools.

The new Telecommunications as a Service (TaaS) solution is expected to save around $4 million over the next three to four years. The Ministry expects to transition to new phone services by December 2016.

See more about Telecommunications as a Service (external link) .

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