Defence consolidates call centres

The Department of Defence planned to relocate call three centres into one premise in Mitchell as well as an upgrade to existing Avaya and Verint technology.   The newly located Defence Service Desk has 200 agents and 120 back office staff managing around 2000 calls per day from about 100,000 members of the agency both […]

Toowoomba City gets virtual contact centre

By Lilia Guan   Toowoomba Regional Council (TRC) in Queensland has chosen to deploy Interactive Intelligence’ IP communications software suite, Customer Interaction Centre (CIC), at its customer service call centre due to open in early 2011.    TRC’s decision to build a new 35-seat ‘virtual’ contact centre follows the merger in 2008 of the Cambooya, […]


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