DiData to replace NSW DOCs's technology for $4.5M

The Community Services Helpline is a 24-hour statewide telephone service that allows people to report suspected child abuse or neglect cases.

Robert Allman, general manager for customer interactive solutions at DiData said the Department's objective was to upgrade the hardware and software technology supporting the Helpline and improve its functionality.

Through the project, DiData will enable NSW Community Services to maintain its ability to provide crucial services to the community.

It will also increase system capacity for the Department to deal with anticipated growth in call numbers and enhance its reporting and recording facilities.

"Our differentiator was our multi-vendor solution which incorporated 10 vendors' technologies and accompanying managed services," said Allman.

"We provided the Department a migration path from legacy TDM to a voice over IP environment with no interruptions to the Department's 24/7 mission-critical call centre."

The Department of Community Services specific requirements for the project were, replacing of existing PABX (hardware and software); replacing the existing IVR (interactive voice response) system (hardware and software).

DOCs also called for the implementation of call and screen recording (hardware and software); an implementation of call accounting system (to validate carrier bills, report on utilisation and caller demographics); integrating the above into the Department's existing environment; and maintenance contract with defined service levels.

Allman said to upgrade the existing equipment and services underpinning the Helpline, DiData will implement a range of hardware and software technologies from Cisco, IBM, Genesys, Verint and EMC.