ATO to boost call centre software

By

In new three-year $2.5 million contract with Prophecy.

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

ATO to boost call centre software

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.

Got a news tip for our journalists? Share it with us anonymously here.
Copyright © iTnews.com.au . All rights reserved.
Tags:

Most Read Articles

Macquarie Uni to spend up to $700m on 10-year digital transformation

Macquarie Uni to spend up to $700m on 10-year digital transformation

Australian Federal Police uses cloud, SASE to upgrade reach and capability

Australian Federal Police uses cloud, SASE to upgrade reach and capability

Telstra brings Infosys into engineering transformation

Telstra brings Infosys into engineering transformation

SEEK carves AI responsibility into its own executive role

SEEK carves AI responsibility into its own executive role

Log In

  |  Forgot your password?