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NSW Office of Fair Trading, an Australian state-based government
department, operates to safeguard consumer rights and
advise business and traders on fair and ethical practice.
OFT provides consumer help, including information on buying
or selling residential property, business and trader services,
assistance to community groups, and specialised services
such as aboriginal tenancy renting services.
OFT successfully completed a AUD$6.8 million contact
centre upgrade incorporating Avaya IP telephony. The
project consolidated three disparate contact centres
into one centrally managed facility giving more than
1.5 million members of the public a single, convenient
point of contact to the department.
OFT is utilising intelligent applications including
Avaya Contact Management System (CMS), Avaya Interaction
Centre (Avaya IC), Avaya Modular Messenger Voice mail
system and Avaya ContactStore Voice recording system
– to streamline the entire contact centre operation
and introduce efficiencies such as skills-based contact
routing.
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