Telax is excited to be selected by NRCAN as a part of their ITSM initiatives. Telax has been awarded four of the last five call center RFPs published on the government e-tendering service MERX.

N/A (March 01, 2009) – The Shared Services Office (SSO) of Natural Resources Canada (NRCan) has embarked on an Information Technology (IT) Service Management program to implement Information Technology Infrastructure Library (ITIL) best practices within its organization.

The SSO has adopted a Service Desk Service which provides the departmental clients with a single point of contact for informatics problems and queries related to office automation tools, products and services. SSO Information Technology Services (ITS) is seeking a hosted virtual service centre solution integrating IVR (interactive voice response) and ACD (automatic call distribution) technologies for remote (off-site) agents, for its SSO Service Desk starting April 1st 2009.

The solution shall allow agents to be connected simultaneously from the NRCan offices in Fredericton, Quebec City, Ottawa, Sault Ste. Marie, Edmonton and Victoria, or from their residences when tele-working. This system should also allow additional location to be added as required.

The service shall also be capable of scaling in near real time to increase agent capacity or to include other business lines of SSO such as Finance & Procurement, Human Resources, etc…

Source: Telax