Touchbase has been appointed to overhaul contact centre networks for the Royal Automobile Club of Queensland (RACQ).
In a five-year deal estimated at $4.7 million, Touchbase has designed the new system around Avaya technology and will implement it during the next couple of months.
It will also provide ongoing services and support.
The new IP network will connect up to 1000 users in three Brisbane sites plus telecommuters, incorporating predictive dialling, Web, fax, email and voice services.
General manager of shared services for RACQ, Bruce Rice, said IP telephony would allow the organisation to extend intelligent call-queuing equipment from the Brisbane office to six of its small call centre operations at regional outlets.
He said IP would also streamline telecommuting operations by converging voice and data onto a single, more robust connection.