Touchbase has inked a multimillion dollar, five-year contract to upgrade the Heritage Building Society's telecommunications network.
Managing director, Andrew Fisher, said the integrator had spent the past six months locking down the details.
"The major component of the relationship with Heritage was to look at the business processes and to improve that through the use of technology," he said. "Locally, it is certainly one of our largest deployments so far. Heritage is one of the rare breeds of clients that are prepared to look beyond the technology and really take the lead of the integrator. We have created a solution that the customer wants around their business as opposed to one that is customised around the vendors' technology."
Touchbase will replace the clients' legacy technology with a Genesys Contact Centre Application on Cisco voice and data infrastructure.
"It has been custom build from the ground up," Fisher said. "The upgrade is about increasing access to the bank's services, improving information and reducing the amount of time its customers have to wait."
In other news, Touchbase will establish a presence in Melbourne and open a second Sydney office by June. Fisher said it planned to set itself up in Perth at a later date.
"We want a national footprint. At the moment we are looking at 100 per cent growth in the next 12 months and we want to extend that by opening two more operations," he said. "We are capable of supporting a full-on operation in Victoria. In Perth, we are just seeing the resources segment extend significantly and we have clients that would like a local proposition to support it."