Services Australia is shifting its contact centre management services from Telstra to Optus. They had a deal worth $578 million. This change is seen as an opportunity to modernize its telephony systems.
The largest contact centre in the Southern Hemisphere, the facility handles over 1 billion online transactions and 55 million calls annually. Efficient and effective tools are essential to support their customers, according to a Services Australia spokesperson.
Optus will supply a cloud-based contact centre platform along with related connectivity services for Services Australia’s agents. The new platform promises flexibility and modern capabilities that align with the agency’s whole-of-government policy objectives.
Optus, recognized as a leader in integrated communications within Australia, has a proven track record with other federal government contracts.
To ensure continuity, the existing Telstra-based contact centre platform and connectivity will remain operational. While Optus deploys its system. This shift is part of a broader overhaul of Services Australia’s telecommunications systems. It is the first major update in 12 years.
Services Australia has initiated a telecommunications services program (TSP) aimed at providing world-class telecommunications capabilities. This includes new contracts with Telstra for corporate telephony services through 2026 and mobile services until the end of 2025.
The agency values its long-standing relationship with Telstra. It will continue to work with them as a partner for staff-facing telephony services. While other components of the TSP are still in the process of being contracted.
