NSC Group has secured a $1.5 million deal with car insurance provider, Budget Direct, to upgrade its Avaya call centre. Managing director, Craig Neil, said it was a good piece of business for the integrator in the Queensland market.
"We're making quite an investment in expansion in Queensland and it rubber stamps our business case when we win deals like this," he said.
Neil said a large part of the upgrade was moving the client from existing digital telephony infrastructure to an IP telephony environment. The Avaya equipment includes an 8720 media server and Enterprise Survivable Servers (ESS), which provide increased communications continuity. NSC assembled a team of six staff to undertake the project and will deliver ongoing support.
"You had to have a lot of capability in that area and data skills, which we certainly have," he said. "There were also advanced call centre calling requirements and advanced call recording capability including analytics, which there hasn't been a lot of in Australia."
Neil said he was looking forward to an ongoing relationship with Budget Direct as it aimed to build more contact centres.
"They are an expanding company and are building more contact centres. We're looking forward to a good ongoing relationship with them, we feel we're done well in the first project and we will continue to do that," Neil said.
NSC has established a new office in Brisbane and plans to double its Queensland headcount of eight in the next year.
"Queensland represents a lot of opportunities for business growth. Our initial play in Queensland was around the hospitality space and we're still doing it but we are venturing outside of that," Neil said.