Touchbase has made a seven-figure investment to skill up in Cisco's advanced unified communications products. The plan follows its decision to part ways with networking vendor, Avaya, earlier this year.
Newly appointed leader of Australian operations, Andrew Fisher, said Cisco's gamut of communication products, along with its increasing focus on call centre technology, made it a comprehensive alternative.
"We've always had a three-tiered vendor strategy: Cisco, Avaya and Genesys," he said. "The move away from Avaya was based on our strategy of servicing customers in a direct nature. This contradicted with Avaya's plan and wasn't helping our clients.
"The Cisco we knew two years ago is very different to the one today. Its contact centre portfolio has come of age. Its market share in VoIP and call centre endpoints is equal to Avaya globally."
Fisher said the arduous Cisco Advanced Unified Communications Specialisation process allowed Touchbase to build up its expertise in project management, implementation and support. The integrator joins The Frame Group as one of just two local partners accredited in the specialisation.
"It's been a difficult and time consuming process and we've had to jump through a lot of hoops," he said. Despite the local split, Touchbase continues to maintain a relationship with Avaya in the UK and Europe. Fisher said it had now separated the business from its Cisco and Genesys operations.
Fisher has spent six years with the company, most recently as head of sales for Touchbase A/NZ. He replaces former local managing director, Magnus Maynard, who has relocated to Boston to lead the integrator's expansion charge in the US. Touchbase runs operations in New York, San Francisco and will open in Denver shortly.