CASE STUDY 1 Greater Western Water empowers hybrid working and in-house PCI regulatory compliance processes with Calabrio ONE. Greater Western Water has offices in Footscray and Sunbury. The Contact Centre at the Footscray office covers four divisions: Customer Service, T echnical Enquiries, Faults & Emergencies, and Credit and Collections and takes approximately 260,000 calls per year, with an average answer time of 30 seconds. As the global pandemic took hold, Greater Western Water, along with organisations across the globe, needed to enable its contact centre employees to work from home. The contact centre plays an important role in keeping Greater Western Water connected with its customers, especially those in urgent need of assistance. THE CHALLENGE Even before the COVID

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