Under the deal, NEC will maintain and support the telephony solutions and services, including the State’s Triple Zero Communications emergency communications platform for the authority which is the critical link between the Victorian Community and the State’s emergency service agencies.
NEC says the deal will enable a robust service with a highly reliable, fault tolerant platform that ensures continuous emergency services for Victorian Government agencies across the State.
The seven year contract covers ESTA’s telephones, including SV9500 PABX units and a Genesys call centre Solution, and will see NEC Australia manage enhancements of a fully integrated communications solution, including email routing and management, web chat routing, short message service routing, social media routing, mobile applications and agent desktop tools.
Akagi said the improvement of reliability and uptime of the network will provide greater support to ESTA’s mission critical operational communications infrastructure that is key to ensuring reliable, continuous and effective customer services for ESTA’s emergency call-taking and dispatch services for police, fire, ambulance and VICSES.
“We are honoured to work with ESTA to contribute to the evolution of Australia’s social infrastructure advancement through technology. NEC prides ourselves with a long history of working with the the Victorian Government to implement technologies that better support the citizens of Victoria.”