Case Study: Housing Direct achieves near-zero IT faults and service transformation with Genesys PureCloud

Housing Direct transforms service by swapping IT complexity for autonomous customer experience innovation

Housing Direct, part of Western Australia’s Department of Communities, runs a 76‑person contact center that manages maintenance for more than 36,000 homes and 64,000 tenants—many on low incomes in remote areas. The team struggled with a complex, unreliable contact‑center setup that created 1,200 annual faults, missing basic features like queue configuration, forecasting, call recording and surveys, and made consistent service delivery difficult.

Datacom implemented Genesys PureCloud as a fully managed omnichannel solution, replacing desk phones with softphones, adding callbacks, switchboard integration, forecasting and self‑service tools for staff, and supporting about 400,000 contacts a year. The result: faults fell from 1,200 to three annually, productivity and collaboration improved, training times dropped from weeks to days, emergency handling and capacity planning became practical, and the organization gained the freedom to innovate and support flexible, home‑working arrangements.

Housing Direct

Tracy Thompson

Manager