Heritage's general manager of retail services, Paul Francis, said the project was the largest of its kind undertaken by the organization and is designed to connect callers to the right department faster and represents the company's commitment to a "people first" philosophy.

The solution will be implemented by Touchbase with technology from Cisco and Genesys.

Francis said Touchbase will provide Heritage with "unique market leading technology" that will increase the capability of the contact centre. "The system will be customized to meet the needs of our members and Heritage's business," he said. "Our members will benefit as the unique and innovative system will ensure they speak to the right person at the right time with the right information."

The initial work will be focused on the upgrade and relocation of Heritage's Toowoomba contact center.

Touchbase Australia business leader Andrew Fisher said the six-month project will replace existing telecommunications infrastructure at Heritage sites in Toowoomba and Brisbane with the Toowoomba contact center will be the centerpiece of the upgrade.