Lifeline ICT Project Management
Client
Lifeline
Sector
Charity
Services
Lifeline is a national charity dedicated to crisis support providing 24-hour assistance to Australians experiencing emotional distress and ensuring that no one has to face their toughest moments alone.
To support the service, it undertook a major upgrade to their core contact centre telephony system which power Lifeline’s helplines, including 13 11 14, 13 HELP, and 13 11 15.
Amalgamotion was engaged to manage internal implementation, testing, and change management activities for the new telephony system, developed by external provider NTT. This included enhancing infrastructure services such as inbound and outbound call capabilities, voicemail, interactive voice response (IVR), workforce management and call recording.
Through effective collaboration with stakeholders and robust program management, Amalgamotion applied a mature framework that enabled early identification and resolution of risks and issues, ensuring timelines and key deliverables remained on track.
