01
Stay available during outages and events
Design for surge: emergency announcements, priority routing, overflow, callbacks and alternate pathways so a storm, fault or incident does not take the contact channel down with it.
Resources, Energy & Transport
Communications that hold up when conditions do not
Resources, utilities and transport organisations operate across remote sites, critical infrastructure and public-facing services where an outage is not an inconvenience but an incident.
Our approach
Built for resilience, remote sites and incident response
These organisations share a pattern: a public or customer contact function that must stay available during events, and operational sites where connectivity is difficult and reliability is non-negotiable. Both need designing deliberately, not assuming.
An emerging area for us
We support customers across utilities, resources and transport today, though our published case studies sit mainly in other sectors. We would rather say so than overstate our references here — ask us and we will point you to the closest comparable work.
Who we work with
Across the sector we support:
- Mining and resources operators
- Electricity, gas and water utilities
- Renewable and energy retailers
- Transport and logistics operators
- Ports, rail and infrastructure
- Field service and dispatch teams
- Faults, outages and emergency lines
- Contact centres and customer care
Key use cases
What we help resources, energy organisations do
02
Support faults and dispatch
Route fault reports by location, asset and severity, connect to field and dispatch teams, and keep customers informed with proactive outbound notifications.
03
Connect remote and operational sites
Provide reliable voice across depots, plants, substations and remote locations with DECT coverage, cordless and ruggedised handsets, and SIP integration with existing site systems.
04
Give customers self-service that works
Publish outage status, restoration estimates and account information through voice and digital self-service, reducing pressure on agents at exactly the moment demand spikes.
05
Integrate with asset and customer systems
Present customer, account, site and asset context at first contact by connecting to billing, asset management and CRM platforms including Microsoft Dynamics 365 and Salesforce — subject to available APIs.
06
Plan business continuity properly
Document and test failover, alternate answering points, on-call rosters and communications plans, so continuity arrangements are proven rather than assumed.
Expected outcomes
What good looks like
- Contact channels that survive incidents
- Faults routed and dispatched faster
- Reliable voice across remote sites
- Customers informed without agent effort
- Context available at first contact
- Continuity arrangements tested, not assumed
Typical outcomes from engagements of this kind — not a guarantee. We will tell you what is realistic for your environment.
Relevant capabilities
What we bring
- Genesys Cloud contact centre
- Telstra Operator Connect and Microsoft Teams calling
- CRM and line-of-business integration
- Voice and digital self-service
- AI-enabled agent assistance
- Workforce engagement and interaction analytics
- Business continuity planning
- Managed service and technical support
Ready to talk about your service challenges?
Tell us about your priority use cases and technology environment, and we’ll give you our honest read on what will help.