Implementing cloud based technology to drive contact centre efficiency and improve service delivery: Lessons Learnt from NSW Department of Justice’s Transition to a Cloud Based Telephony

Implementing cloud based technology to drive contact centre efficiency and improve service delivery: Lessons Learnt from NSW Department of Justice’s Transition to a Cloud Based Telephony

In this article, Nicholas D’Cruz, Contact Centre Manager at the Department of Justice, shares the lessons learned from rolling-out cloud based telephony in their contact centre and the steps his team is taking to roll-out other digital platforms to improve service delivery and the overall experience for customers.


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