Connecting customers efficiently and securely isn’t just important — it’s essential. Australia’s public and critical infrastructure sectors need contact centres that can reliably handle high demand and maintain vital public services, from emergency response to transport networks.
Traditional contact centres are a barrier to delivering high-quality service. Rigid architectures, operational silos, and costly legacy systems make it difficult to scale, maintain compliance, and integrate with modern digital workflows. Large-scale ICT environments and service desks often face:
Traditional contact centre platforms struggle to handle fluctuations in demand, particularly during critical incidents.
Handling sensitive data requires strict controls, particularly for government and critical service providers.
High call volumes and manual processes can overwhelm agents, delaying response times and increasing costs.
Contact centres must function during outages, cyber incidents, and natural disasters, but many lack built-in continuity.
Delivered in partnership with Amazon Connect, Kinetic IT provides AI-enabled, cloud-native contact centres designed specifically for government and critical industries.
From deployment to ongoing management, we guide organisations wanting to modernise their service operations without disruption.
Instantly adjust capacity to meet demand flux.
Enable end-users to interact via voice, chat, email and SMS from one centralised platform.
AI-driven tools streamline workflows, improving speed and efficiency.
Built-in redundancy and failover capabilities ensuring service continuity.
IRAP assessed and architected to meet ISM, Essential 8, and government security standards.
Seamless Integration: Compatible with existing ICT environments, including ServiceNow, SAP, and SCADA systems.
Our structured approach ensures a smooth transition, so organisations can modernise their contact centres quickly and with confidence.
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No two organisations are alike, so we offer different levels of functionality and flexibility to meet your needs today, while scaling for the future. From Connect Essentials for rapid deployment to Connect Elevate for enterprise-wide transformation, we help you transform the support experience for your unique customers.
A streamlined, cloud-based contact centre powered by Amazon Connect, designed for organisations seeking a scalable and secure foundation. Connect Essentials offers core voice and digital engagement capabilities, intuitive call routing, and built-in reporting—ensuring quick deployment with minimal complexity.
Building on the Essentials tier, Connect Enhanced incorporates Amazon Q, an AI-powered virtual assistant that enhances agent productivity and automates customer interactions. This tier introduces intelligent call summarisation, sentiment analysis, and real-time assistance, improving response times and customer satisfaction.
A fully integrated, enterprise-grade solution tailored for complex environments. Connect Elevate seamlessly integrates Amazon Connect with existing ICT ecosystems, including ServiceNow, SAP, SCADA, and custom applications. With advanced automation and bespoke workflows, this tier delivers maximum efficiency, resilience, and customer experience transformation.
This law enforcement agency needed to modernise its emergency and non-emergency call management system, as it faced:
By integrating Kinetic IT’s Amazon Connect Elevate solution into their ICT environment, this law enforcement agency gained:
Following our tailored implementation and ongoing management, the law enforcement agency measured:
This state justice department needed to transform its legacy contact centre to improve the triaging of services. Their system was weighed down by:
With Kinetic IT’s implementation of Amazon Connect Elevate solution, the justice department transformed its service model and were able to:
After working with us to transform their contact centre, the state justice department recorded:
Qantas needed to ease pressure on its frontline IT service desk while maintaining high service availability for airport operations. Key issues included:
Kinetic IT deployed an Automated Virtual Agent (AVA) within Qantas’ ServiceNow environment, powered by AWS cloud infrastructure. The solution delivered:
Following implementation, Qantas achieved measurable improvements in operational efficiency and service consistency:
We’re a sovereign Australian technology partner with over 20 years expertise in government and critical infrastructure ICT environments. Our security-first approach and partnership with AWS means you can realise the potential of Amazon Connect, without compromising on strong governance and compliance.
We ensure Amazon Connect aligns with your operational, security, and compliance requirements.
Our expertise in complex ICT environments ensures Amazon Connect integrates smoothly with your existing technology stack.
From performance tuning to security enhancements, we keep your contact centre efficient, resilient, and future-ready.
With Kinetic IT, you get more than just a solution – you gain a technology partner committed to delivering real outcomes and engagement for your customers. Get in touch with us to explore how we can support your organisation’s mission and uplift your service delivery with Amazon Connect.
With Kinetic IT, you get more than just a solution – you gain a technology partner committed to delivering real outcomes and engagement for your customers. Get in touch with us to explore how we can support your organisation’s mission and uplift your service delivery with Amazon Connect.
