Datacom is partnering with a world-renowned artificial intelligence (AI) specialist to enhance our customer service centre hubs.

Our new partnership with IPsoft, a leader in cognitive and autonomic solutions, and creator of the industry’s most human digital AI colleague, will help deploy and rapidly scale our customer service centre hubs for public and private customers.

As one of the first to use IPsoft’s digital workers — AI-powered and cloud-sourced resources that are part of the world’s first digital employee marketplace — we are able to create a scalable workforce on demand, both internally and for our customers. This has allowed us to support businesses throughout the COVID-19 pandemic, including to develop a virtual assistant capable of increased demand in just four days.

Stacey Tomasoni, Datacom Connect managing director, says, “Digital contingency is critical in enhancing our customer care and service desk offerings to our wide and varied customer base. By partnering with IPsoft, we can deliver technology-led customer service centre hubs which provide increased responsiveness and reliability at pace. The partnership and our solutions further enhance our Agile ITO offerings which improve customer business outcomes and automate process.”

IPSoft is an important addition to our already strong partner ecosystem within Datacom, which features a strong focus on cloud-based deployment and solutions. Our partnership is the result of working closely together for the past three years on joint government and enterprise customer experience initiatives.

Commenting on the news, IPsoft's vice president and general manager, Andrew Winlaw, says, “IPsoft sees great affinity in partnering with Datacom in Australia and New Zealand. Rock solid design and delivery is a perfect complement to our market-leading cognitive solutions. We look forward to bringing global learnings to the region and ensuring business continuity is a key foundation during and post-COVID-19.”

Our partnership with IPsoft follows on from the launch of our second South Australian customer service hub in Noarlunga which created more than 650 jobs. These roles will provide essential services for our government clients and customer support services for our private sector clients.

The new facility aims to repeat the success of our Modbury site, established almost three years ago, where 1,200 people are now employed across a broad range of IT and customer support services.

“At Modbury, we offer opportunities to not only those who were previously unemployed but also for others looking to enter into a new career in an industry that is growing and evolving rapidly,” Stacey says.

“With the new centre at Noarlunga, we will continue to work alongside our clients and partners to ensure we can offer employment opportunities for those who need them while maintaining our high standards of support for our customers.”