Australian Securities Exchange (ASX)-listed software developer, Prophecy International Holdings, has been awarded a three-year, $2.5 million contract to provide SaaS-based customer experience (CX) and contact (call) centre analytics platform to the Australian Tax Office (ATO).

The firm said its platform, eMite, which combines advanced analytics, data collection and correlation, and KPI management, would provide a range of value-added services to the ATO’s 3,500 contact centre agents and, ultimately, to taxpayers.

Prophecy’s solution integrates data sources from multiple business platforms to deliver a single source of truth for contact centre management, the firm said in the announcement to the ASX.

The ATO has more than 18,000 staff and a presence across different locations in Australia, with the responsibility to administer public funds. This requires the organisation to maintain “high levels of quality, integrity, security, assurance and management oversight of its activities”.

Under the terms of the agreement, Prophecy will provide eMite to the ATO for an initial term of three years, with a minimum commitment of $2.5 million over the contract term, $1.05 million of which will fall in the first year.

“Prophecy is very well-placed to penetrate more deeply government departments, both federally in Canberra, at a state level across Australia, and on a broader scale into state and federal governments internationally,” Prophecy’s chief executive, Brad Thomas, said commenting on the new contract.

The contract is Prophecy’s second-largest federal government win for eMite, with the first including an agreement signed last year with Services Australia.

The firm also said it marked the realisation of a significant opportunity sourced under Prophecy’s Master Supply Agreement (MSA) with Australian telco Optus, announced in August 2022.