Peak Insight, the agile technology integration, support and managed services provider, today announced that following a competitive tender it has been appointed by the Department of Health and Human Services (DHHS) to provide specialised support for a critical twenty-four hour contact centre platform.
Incorporating both reactive and proactive components, the support agreement reduces the risk of service-affecting downtime for the Department, whilst also reducing the time-to-restore in the event of an incident.
The support agreement will augment DHHS IT operations team coverage with specialised Peak Insight contact centre and infrastructure resources.
Sam Deckert, Principal Consultant at Peak Insight, commented: “Peak Insight has provided a range of integrated technology solutions and specialised professional services to DHHS, and it is a pleasure to deepen our relationship with the Department with this support agreement. We’re proud to assist DHHS in it’s vision to support and enhance the wellbeing of all Victorians.”
The scope of the agreement includes coordinating technical support across multiple technology platforms, vendors and telecommunications carriers. Siva Tharmalingam, Senior Technical Consultant at Peak Insight and former Cisco Systems TAC Engineer, expanded further: “A key support element of the agreement is a Cisco Unified Contact Centre Express (UCCX) Customer Collaboration platform, deployed in a geographically dispersed High Availability configuration. The platform enables DHHS staff to participate in multi-channel, virtualised Contact Centres across physical DHHS locations. As Peak Insight is a Cisco Systems Advanced Collaboration Architecture certified partner, we’re specialised in working with the UCCX platform – the support agreement is a perfect fit.”
The value and term of the contract was not disclosed.
About Peak Insight
Peak Insight is an agile technology integration provider, enabling business outcomes through alignment, optimisation and management of technology.
Peak Insight provides Collaboration, Mobility, Security and related technology solutions in addition to a wide range of professional services for medium to large organisations.
Peak Insight is an endorsed supplier of IT services to Victorian State Government via the eServices register, and is also an approved supplier of IT Infrastructure to Victorian State Government via the Department of State Development, Business and Innovation (DSDBI) IT Infrastructure register.
Further information is available at https://www.peakinsight.com.au or via [email protected]
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