Optus Wins Massive Australian Government Contact Centre Deal

Believed to be using NICE CXOne Cloud technology.

According to an Australian Government contact note the contact is worth AUD $578Million Australian Dollars. This equates to £300 Million or USD $368 Million.

We believe that this the NICE CXone contract win that we recently reported on.

Careful analysis of the timing of announcements and market tests over the past 6 to 12 months highlights that this deal was a joint win with Optus covering Australia’s largest Contact Centre – Services Australia.

Services Australia is believed to be switching providers from Telstra (using Genesys Technology) to Optus (using Nice CXone technology).

Services Australia delivers social services through the government programs Centrelink, Medicare, the PBS and the Child Support Agency.

The contact centre is estimated to have over 10,000 Agents and takes 55 Million calls per year.

Michael Clark, of CXTT Consulting, helped us to track down the contract win.

He said “As this announcement becomes public knowledge, it highlights NICE CXone as the emerging market leader breaking the Genesys monopoly in ANZ.

It also demonstrates that CCaaS solutions are suitable for modernisation from the smallest to the largest Contact Centres, whilst following the shift away from on-premise offerings for the largest Contact Centres in ANZ.

We eagerly await the formal announcement from NICE, but in the meantime congratulate them on what seems to be a major shift in the ANZ market”.

Optus Cloud Contact, powered by NICE inContact CXone, is an Optus hosted CCaaS that combines voice, chat, email, call recording, workforce management and analytics into a single, enterprise grade service.

Author: Jonty Pearce
Reviewed by: Xander Freeman