October 20178 Tatts Group is Australia's largest provider of wagering, lotteries and gaming products and services. We have over 2,500 staff across Australia and more than 4,000 retailers. Our network is one of the largest non-government networks in Australia, with over 25,000 end points across 10,000 locations. My role as CTO encompasses our Cybersecurity operations as well as Corporate UX, and Infrastructure Strategy, Transformation, Delivery and Group Operations. One of the key drivers for my decision to join Tatts Group, just over two years ago, was the opportunity for transformation and change ­ both technology and team mindset. We embarked on a journey that would evolve our technology stack and transition our team in an increasingly competitive digital market.My team supports a wide range of modern and legacy technologies that present opportunities as well as challenges. Over the past 12 months we have developed a number of technology strategies to support the business, including a new hybrid hosting strategy and a unified communications and contact centre strategy. What is Unified Communications?The term Unified Communications (UC) generally describes integrated enterprise communications services including voice and video, instant messaging (chat), email and voicemail. Unified communications is an enabler for improved mobility and collaboration, in a business sense it can transform how we work and on a personal basis it can make life simpler. Voicemail can easily convert to email or text and vice versa. An international traveller can use a mobile device with internet access to phone home, with or without video and without incurring international fees. For some it can mean the transition from work to home never really happens, as email and video are ever present on our mobile devices.BY JANET SUTHERLAND, CTO, TATTS GROUPin my viewRole of Unified Communications in Corporates Today Unified Communications has been talked about in the market for many years now, I first heard the term about 12 years ago and soon realised the potential business benefits as well as the improved end user experience it would bring.Unified Communications at Tatts GroupUnified communication is a key strategic initiative at Tatts Group, we see it as both an enabler within our corporate environment, by improving collaboration and mobility experience, as well as an opportunity to offer an improved buying experience for our customers.Our goal was a fully integrated platform for internal business communications services, including voice, video, instant messaging (chat), conferencing and mobile connectivity. In parallel, we needed a contact centre solution that was highly configurable and one that manages a customer's journey through the contact centre. The solution needed to support the delivery of consistent service levels across all touch points, channels and interactions through the contact centre and back office.Janet Sutherland
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