Datacom, one of Australasia’s largest independent technology solutions providers, today announced that it has been awarded a contract to deliver contact centre services to IP Australia.
IP Australia is the Australian Government agency that is responsible for administering Intellectual Property (IP) rights and legislation relating to patents, trademarks, designs and plant breeders’ rights.
The contract, valued at AU$1.2 million over the next 4 years, will run out of Datacom’s Sydney office and see IP Australia provided with a more agile and customer centric experience as they continue to digitise and migrate services online.
The more integrated customer experience solution will be introduced over four years and includes the building of an intelligence platform that continues online migration and better identifies the needs and views of Australia’s innovators by capturing data from the customer service channels.
Rob Bollard, IP Australia General Manager said, “IP Australia is committed to developing a more efficient and agile system to meet the needs of Australia’s innovators. We have chosen to work with Datacom, who have demonstrated our shared vision to deliver a frontline customer experience that provides intelligence to better support and educate our customers on the advantages of the new digital experience.”
Kirsty Hunter, Managing Director of Datacom Connect said, “We are excited to be working with IP Australia as they embark on their customer experience and digital strategies. The Datacom Connect business is one of the ANZ region’s leading multi-channel contact centre service providers with a proven track record of working with all levels of the public sector. We are also pleased to be able to offer this service more broadly to other government departments through the multi-agency access arrangement”
Datacom Connect works with commercial organisations and government entities and across its own extensive suite of market leading Customer Experience and IT solutions.