CVT helps government organisations modernise citizen engagement through secure cloud communications, omnichannel contact centres, digital self-service, responsible AI and integration with government business systems.
Australian government organisations are under increasing pressure to deliver simpler, more consistent and citizen-centred services. We begin with your customer journeys and operating environment, then design, implement and support practical solutions that improve access, employee effectiveness and service outcomes.
Genesys Cloud has completed an Infosec Registered Assessors Program (IRAP) assessment up to and including the PROTECTED level, assessed against the Australian Government Information Security Manual. We can help you work through the controls, data residency and assessment evidence your agency requires.
Give residents a consistent experience across voice, email, web chat and messaging. Route enquiries according to customer need, employee skills, service area, location, priority and operating hours.
Help residents complete common requests such as missed-bin reports, hard-waste bookings, rates enquiries, permits, planning enquiries, animal management requests and facility bookings. Where automation is not appropriate, the interaction transfers to an employee or is lodged in the relevant system.
Use caller identity to locate and present the relevant customer or property record, integrating with systems such as TechnologyOne, Infor Pathway, Civica Authority, Microsoft Dynamics 365 and Salesforce — subject to available APIs and security controls.
Provide round-the-clock answers to common questions through voice and digital bots, automate appropriate transactions, and transfer customers to an employee with authentication status, enquiry reason and conversation context retained.
Establish priority routing, on-call escalation, emergency announcements, overflow arrangements and alternate service pathways during extreme weather, local emergencies, planned outages or unexpected disruption.
Support council locations with desk and cordless handsets, wireless DECT coverage, SIP integration with existing intercom and gate-release systems, and analogue services across offices, depots, libraries and recreation centres.
Typical outcomes from engagements of this kind — not a guarantee. We will tell you what is realistic for your environment.
Situated about 10km west of Melbourne, Hobsons Bay covers 12 suburbs and around 66 square kilometres, servicing close to 100,000 residents.
Tell us about your priority use cases and technology environment, and we’ll give you our honest read on what will help.