Business processing systems provider Siemens Business Services (SBS) has scored a $9 million technical contract with the Australian Defence Department (Defence) to develop call centre applications for the Defence Services Centre.
Defence signed the deal with SBS to meet increasing in-house demand for telephone and database-enabled information services at the Cooma facility, according to Dan Bradford, project director of the centre.
The 150-seat facility will house Defence's first, purpose-built human resources communications service for 17,000 civilian defence personnel. The centre will manage inbound queries from the general public on employment with the Australian Defence Force, and provide a central point of contact for staff queries relating to pay, conditions of service and entitlements, Bradford said. "This is a leading-edge contact centre with contact functions above and beyond a phone call," he said. "It will have purpose-built knowledge bases to establish uniform, streamlined database information like Q&A databases." The centre will have a staff of 100 providing extended weekday service from 7am to 10pm.
SBS will supply the centre with hardware, switches and desktops. SBS technology partner Australian Information Processing Centre (AIPC) will provide its Applix core customer relationship management software solutions to the facility.