Ericsson wins Tabcorp call centre contract

Ericsson Corporate Networks has won a multimillion-dollar contract to build and maintain a call centre network for Tabcorp Holdings.

The company will implement and integrate a unified call centre solution for the gaming company's two Victorian call centres, in South Melbourne and Box Hill.

Adrian Jensen, Ericsson Corporate Network's Australian managing director, said the two call centres are to be networked together, with the integration rollout expected to start within three to six months.

"We will combine creative solution design and development with high-level systems integration to tailor a solution to meet Tabcorp's specific needs," Jensen said.

To complete the project, Ericsson will partner with Rockwell, which will provide switching capacity for the network. The switch will prevent any future overload capacity problems occurring with the network.

Other major partners in the deal include Hannamax/Nice for the voice logging equipment and Open Wave for the workforce management systems.

The new solution will be progressively rolled out and run in conjunction with the existing system until full cut-over occurs by the second quarter of 2002.

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