{"id":395328,"date":"2021-09-14T18:20:05","date_gmt":"2021-09-15T01:20:05","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=395328"},"modified":"2024-11-03T20:20:37","modified_gmt":"2024-11-04T04:20:37","slug":"irap","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-sg\/irap","title":{"rendered":"IRAP"},"content":{"rendered":"

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An IRAP-assessed<\/span> cloud contact centre solution for your department<\/h1>\n

Improve your government agency\u2019s call centre operations and enhance the citizen journey<\/p>\n

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Learn more<\/a><\/div>[\/vc_column][vc_column width=”5\/12″][vc_single_image image=”545935″ alignment=”right” css=””][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Security, privacy and peace of mind for your contact centre<\/h3>\n

Genesys Cloud\u2122 is an IRAP-assessed cloud contact centre solution<\/a> that lets citizens communicate with your agency across all channels \u2014 including voice, SMS and web chat \u2014 so you can fulfill your agency\u2019s mission while delivering an optimised citizen experience.<\/p>\n

Genesys is committed to sound security principles and controls, including data storage, processing and communication. We extend this commitment to our customers globally \u2014 and the completion of our Infosec Registered Assessors Program (IRAP) assessment reinforces our commitment to the Australian public sector.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″]

\"Power<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes” css=”.vc_custom_1631226813858{padding-top: 2.167rem !important;padding-bottom: 0px !important;}”][vc_column width=”2\/3″ offset=”vc_col-sm-offset-2″][vc_column_text css=””]<\/p>\n

Enhance the customer journey with a secure, scalable cloud contact centre solution<\/h3>\n

Genesys Cloud is an IRAP-assessed cloud contact centre solution at the PROTECTED level. It\u2019s designed to help your agency adhere to government mandates to improve the citizen experience, while supporting all your security and privacy requirements.<\/p>\n

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IRAP assessed for best-in-class security<\/h5>\n

Fulfill your agency\u2019s mission securely at every touchpoint of the citizen journey.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/4″]

Reduce costs and improve outcomes<\/h5>\n

Decrease overwhelming IT costs and discover resource efficiencies with integrated workforce engagement management capabilities.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/4″]

Leverage the leading platform<\/h5>\n

Benefit from the capabilities and expertise of the industry-leading Genesys Cloud platform and leverage a full range of capabilities for an improved citizen experience.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/4″]

Simplify communications with omnichannel<\/h5>\n

Streamline your citizen communications with a unified solution for voice, text, chat, email, social media and more.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/4″]

Modernise your citizen experience with integrated, AI-powered journeys<\/h5>\n

Meet modernisation and security requirements with artificial intelligence (AI), predictive matching and self-service automation.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/4″]

Predictable, consistent budget impact<\/h5>\n

Reduce the costs of replacing on-premises hardware from capex to opex, with a subscription-based solution.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/4″]

24\/7 dedicated help desk support<\/h5>\n

Never wait to get the help you need with dedicated, 24\/7 support.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/4″]

Continuous monitoring for ongoing compliance<\/h5>\n

Genesys has an ongoing commitment to help agencies meet their compliance obligations.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row equal_height=”yes”][vc_column width=”1\/3″]

\"housing<\/div>

\u201cWe sought an all-in-one omnichannel solution with the option for people to work from home. Once we met with the Genesys team and saw what Genesys Cloud could do, we stopped looking.\u201d<\/p>\n

\u2014 Tracy Thompson, Manager, Housing Direct, WA Department of Communities<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

\"SERVICE<\/div>

\u201cGenesys is the foundation that enables us to provide genuine care, empathy and tailored solutions in collaboration with our partner agencies.\u201d<\/p>\n

\u2014 Sue Ferguson, Director of Contact Centres, Service NSW<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

\"540px-NSW_Department_of_Communities_and_Justice_logo\"<\/div>

\u201cThe Genesys team was able to meet all financial and timeline targets throughout the deployment cycle of the solution with no hits to service \u2014 and all of it was achieved during the Australian bushfire crisis.\u201d<\/p>\n

\u2014 Wendy Keith, Director, Housing Contact Centre, NSW Department of Communities and Justice<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”5\/6″ offset=”vc_col-sm-offset-1″][vc_column_text]<\/p>\n

Ensure your citizens can get the information they need when they need it \u2014 over the channels they prefer<\/h3>\n

With the right technology and the right partner, you can connect with your citizens in more meaningful, personalised ways \u2014 every time. For experiences that set your agency apart, turn to the Genesys Cloud platform.<\/p>\n

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Inbound and outbound<\/h5>\n

Create customer and agent experiences that effortlessly blend automated and human resources. Know your customer and have the relevant context to engage when it matters with the right help.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Integrated channels<\/h5>\n

Seamlessly integrate voice and digital channels including email, chat, social and more. An all-in-one API-first solution, you can connect to anything you can imagine without extensive IT support.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

AI-infused journeys<\/h5>\n

AI turns citizen data into context-rich insights for better engagements at every touchpoint.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Service automation<\/h5>\n

Provide better self-service experiences with more intelligent voicebots and chatbots. Transition smoothly to assisted interactions with full context.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Predictive matching<\/h5>\n

Match every interaction to the best resource. Predictive engagement and routing harness AI to drive the citizen experience outcomes you prioritise.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Security and scale<\/h5>\n

Designed to meet the needs of agencies of all sizes, with a priority on compliance.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

Make CX your mission<\/h2>\n
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80%<\/p>\n

Agencies have customer experience (CX) scores that rate as \u201cpoor\u201d or \u201cvery poor\u201d<\/p>\n<\/div>\n

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27%<\/p>\n

Government employees feel their agency\u2019s CX is improving<\/p>\n<\/div>\n

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51%<\/p>\n

Government employees feel their agency\u2019s CX has stagnated<\/p>\n<\/div>\n<\/div>\n

Research from Genesys and GovLoop paper \u201cHow the cloud enables a secure and safe customer experience for the 21st century\u201d<\/p>\n

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Learn more about IRAP and Genesys Cloud<\/h3>\n

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Genesys offers IRAP assessed solution<\/p>\n<\/div>

Read the blog<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

The ethics of AI & CX in government service delivery<\/p>\n<\/div>

Read the paper<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Visit the Australian Cyber Security Centre<\/p>\n<\/div>

View the ACSC<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D” el_id=”irap-form”][vc_row][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Get started with Genesys Cloud<\/h3>\n

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This is what you\u2019ve been waiting for. Take advantage of the Genesys Cloud IRAP assessment to help your agency meet its privacy and security requirements while fulfilling your mission to provide exceptional citizen experiences.<\/p>\n

To learn more about how Genesys can power your agency\u2019s cloud contact centre, contact us today to be connected with a member of our government sales team.<\/p>\n

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Welcome back<\/span> <\/span> <\/span><\/span><\/p>

Not You?<\/a><\/p>\n

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