WorkSafe Victoria seeks a telephony solution including support and maintenance, and associated implementation services for its contact centre that will provide the following functionality:
1. Skill based routing
2. Quality monitoring/call recording
3. Scripting/knowledge base
4. Multi-channel universal queue
5. IP telephony
6. Performance management
7. Customer feedback survey
8. Real time reporting
9. Natural language speech recognition (that can be switched off if needed)
10. eLearning
11. Ability to interface with WorkSafe’s existing Enterprise Application Integration (EAI) technology.
Closing Date: 17/03/11
