Empathetic by nature
Few organizations deliver on customer empathy better than Service NSW. Providing over 7 million citizens with access to government services, the Australian agency is supporting huge growth in the volume, diversity and complexity of its transactions.
In late 2019, its contact center was put to the test when the worst-ever Australian bushfires engulfed the New South Wales region. In just four days, Service NSW stood up a special taskforce to help people who had lost everything — often giving life-saving advice about what to do with livestock and evacuation routes.