The National Relay Service (NRS) is an Australian Government initiative that empowers people that are Deaf, hard of hearing and/or have a speech impairment to make and receive phone calls. The mobile apps connect users with relay officers- enabling reliable, chat-based call-making in work, life admin, social and emergency scenarios.
Optus Small Business Contact Centre Transformation
The SoHo Micro contact centre sought to improve customer experience, enabling better service continuity, shortening wait times, improving resolution timeframes, minimising transfers and reducing reliance on complex Interactive Voice Response (IVR) systems. Leaders recognised the opportunity for something new and sought to redesign their operating model with a customer-first lens.