In a strategic move to modernise its telephony systems, Services Australia is transitioning its contact centre management services from Telstra to Optus in a $578 million deal. This significant change is set to enhance the agency’s customer service capabilities, leveraging Optus’ advanced, cloud-based solutions.
Services Australia, known for operating the largest contact centre in the Southern Hemisphere, handles over one billion online transactions and 55 million calls annually. Recognising the need for efficient and effective tools to support its extensive customer base, the agency is treating this transition as a pivotal opportunity for modernisation.
With this change, many contact centre solutions providers will be hot on the tail of this deal to sell services into Services Australia, with a huge change like this signifying the acceptance of new ways of doing things and running such a large-scale contact centre.
According to an article published by itnews.com.au, Optus’s platform will provide Services Australia with a solution that has proven capabilities, flexibility and scalability aligning with their goal to support whole-of-government policy objectives and to modernise our services.
Optus, a leader in integrated communications within Australia, will deliver a contact centre platform and connectivity services for Services Australia’s agents to use, which will be welcomed by the end-users – the public. The decision to switch to Optus was influenced by its performance in other federal government contracts, including partnerships with Home Affairs, the Australian Taxation Office (ATO), Defence and the Department of Agriculture, Fisheries, and Forestry (DAFF) .
A transition can be expected with Services Australia maintaining its existing Telstra-based contact centre platform and connectivity through to the end of 2025. This phased approach aims to provide continuity while Optus deploys its new system .
This shift comes as part of a broader overhaul of Services Australia’s telecommunications infrastructure, marking the first major revamp in 12 years. The agency has initiated a telecommunications services program (TSP) to equip itself and up to 10 other entities with enhanced telecommunications capabilities .
Despite the transition in contact centre management, Telstra will continue to play a role in Services Australia’s telecommunications contracts. The agency has contracted Telstra to deliver corporate telephony services through to 2026 under a $17.7 million agreement and mobile services until the end of 2025 for nearly $8 million .
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