NEWS

Touchbase wins $5.7 million Austar deal - 12 October 2007

BRISBANE - Touchbase in Australia has won a $5.7 million contract to discover, design, deliver and optimize a multimedia contact center for pay TV company Austar. Through a deep discovery process, involving close collaboration between Touchbase and its client, opportunities were identified to produce tangible business outcome through advanced communications technology. The solution design captured the full possibility of Touchbase’s technology solutions; Foundation, Collaboration, Mobility, Customer Contact and Business Intelligence.

The upgrade encompasses 1000 users across Austar's business including 400 agents based out of its Robina, Queensland office. The Robina contact center on the Gold Coast will have telephone, email, data functions, internet and web capability for its agents, who work both from the center and from home.

With the project involving the replacement of Avaya’s legacy contact center infrastructure, the most applicable and effective technology had to be adopted. Through the detailed discovery process it was found that Cisco’s Unified Communications and Enterprise Contact Center products were ideally suited to produce the intended results.

In a statement, Austar CIO, Dean Walters, said Touchbase's top-level Cisco certifications were a key consideration in its selection of a technology partner. He said the new infrastructure would improve its call center performance as well as support its broader business continuity strategies.

The project is scheduled to take 18 months to complete and wind up in late 2009. Touchbase also retains a long-term agreement with Austar to optimize the delivered solutions.


Press coverage:

ARNnet - Read article
ContactCentres.net - Read article
Sydney Morning Herald - Published on Tuesday 9/10/2007
The Age - Published on Tuesday 9/10/2007

Back to top

« Back to global news