Agile NZ has been named preferred vendor to supply and install a platform that will enable ACC to run a virtual call centre for its three call centre sites, in Wellington, Hamilton and Dunedin.
ACC spokesman Richard Braddell says the final contract has yet to be concluded.
“The benefits of Avaya include improved call centre management across multiple sites, improved call duration, increased first-call resolution, improved speed of answer times, better resource management and call-back facilities,” he says.
The project went to open tender. Industry sources suggest the deal is worth around $1.5 million.