RACQ signs $4.7m contact centre deal

The Royal Automobile Club of Queensland (RACQ) has inked a $4.7 million deal to overhaul its network of contact centres throughout the state.

Touchbase won the contract and using Avaya technology, has designed and will implement the contact centre solution over five years, and will also provide ongoing service and support to the RACQ.

The RACQ has almost one million members and handles road services, membership and insurance sales, customer enquiries and provides technical advisory services to members throughout Queensland.

The solution will cover three sites in Brisbane, including the technical services centre where agents will work via IP telephony. A total of 1000 users will connect seamlessly with additional agents working from home in telecommuter mode.

The solution will be implemented on an IP network, and includes the deployment of Avaya Interaction Centre incorporating predictive dialling, Web, fax, e-mail and voice enabled agents to boost the RACQ's service to customers and provide full multimedia capability.

RACQ shared services general manager Bruce Rice said customers can expect improved levels of services and new contact mediums such as Web and e-mail.

"Contact centre staff will be able to identify callers more quickly and have complete access to a callers' history as they answer a call or request," he said.

In addition to increased customer service, the solution includes disaster recovery capabilities and will be integrated with RACQ's existing microwave disaster recovery platform.

The RACQ solution includes Avaya MultiVantage software for call processing, Avaya Interaction Centre and Avaya Predictive Dialling System to facilitate automated outbound dialling, multimedia contact management capabilities and sophisticated reporting capability. RACQ's new telephony infrastructure includes two Avaya S8700 Media servers and an Avaya S8100 Media Server spread across the RACQ locations and Avaya Virtual Routing to balance call loads and distribute incoming calls across the three contact centre sites.

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