Basically we're talking mostly about IT infrastructure, as well as software, in that specific case. Associated with that would be training and a review of the various functionalities that would be added with this new technology that would allow the departments to become more efficient in handling the calls, and hopefully, reducing the number of calls that are prevented from reaching an agent, or calls that hang up, as well.
It's a myriad of things, such as the option to call back. Right now, most of the call centres are using technology that is more than 20 years old and they don't provide those types of functionalities.
The new software is supposed to be providing that functionality. That's what we were told, but obviously because it wasn't operating when we did the audit, we couldn't make that determination. We were told those types of functionalities would be provided as part of that. Because of the complexity of the new software, there have been substantial delays.