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Conduit Rings Up IP Contact Centre System Contract with Avaya &Sabio for Phone Directory Services at New Swansea Centre


Avaya (NYSE: AV), a leading global provider of communications networks and services for businesses, and

Avaya (NYSE: AV), a leading global provider of communications networks and services for businesses, and Sabio, a leading contact centre specialist, today announced that they have been chosen by Conduit to provide an IP (Internet Protocol) virtual contact centre. Conduit, a leading European information services provider, will use IP telephony and a contact centre system to link Conduit's new Swansea centre to its existing Cardiff and Dublin contact centres to support faster, effective customer service. The agreement, will be implemented by Sabio, an Avaya Gold-accredited business partner. The new Swansea contact centre, to open officially in March 2003 with the creation of 400 jobs, will be part of the launch of Conduit's UK new directory enquiry number '118888' in the newly-deregulated UK directory enquiry service market.

Currently, Conduit handles over 100 million calls per year and won 'Best Use of Technology' Award at the 2002 Irish Contact Centre Awards. By using IP trunking, Avaya allows Conduit to manage call volumes such as peaks in demand by distributing calls across all three centres.

Statistical analysis from the Avaya Contact Management System provides Conduit with call traffic intelligence. For example, it allows Conduit to monitor customer enquiry types and identify trends from which to improve service.

Conduit has been an Avaya customer since 2000 and provides directory enquiries to influential brands including Telewest and three UK-based mobile companies. In addition to the 400 jobs planned for the Swansea centre, the company employs 900 people in Dublin along with a further 600 people in Cardiff. Conduit's two Dublin contact centres are located in East Point Business Park.

"After evaluation, we realised that Avaya's IP contact centre system remains the most comprehensive, and the only one suitable for Conduit's complex directory enquiry service operation. The contact centre system allows us to intelligently manage our customers, irrespective of location, as we effectively link our three centres into a single, virtual contact centre. This means that we have comprehensive customer contact information by using IP telephony," said Denis Creighton, chief operations officer, Conduit.

"This announcement demonstrates the versatility of Avaya's contact centre systems, as it allows Conduit to manage customer contact from anywhere, anytime, demonstrating that location is not an issue," said John Sharpe, sales director of Avaya's Converged Systems & Applications business in Ireland. "Avaya and Sabio look forward to working with Conduit to achieve its objectives as it expands in the UK."

Sabio will implement: two Avaya IP-enabled G3r DEFINITY® communications servers and Avaya IP trunking to link the contact centres; Avaya MultiVantage contact centre software including Avaya IP Agent; Avaya CONVERSANT® software; a bespoke application co-developed by Sabio and Conduit to improve contact centre efficiencies; support services for both the Cardiff site (every day, 365 days per year) and the Swansea site (8am-8pm Monday to Saturday).

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses around the world, including 90 percent of the FORTUNE 500®. A world leader in secure and reliable Internet Protocol (IP) telephony systems, communications software applications and services, Avaya is driving the convergence of voice and data applications across IT networks enabling businesses large and small to leverage existing and new networks to enhance value, improve productivity and gain competitive advantage. For more information visit the Avaya Web site:

Avaya in Ireland
Avaya employs over 220 people at its office in Bray, Ireland and offers: converged networks; customer relationship management; messaging; structured cabling products; and services. Also, Bray is the European Headquarters and manufacturing facility for Avaya's structured cabling business. Customers in Ireland include: American Airlines; Aer Rianta; Compaq; IBM; Lufthansa; Bank of Ireland (Banking 365); and Ulster Bank. Also, Avaya has a number of business partners in Ireland who sell a range of converged network and cabling systems and services. For more information about Avaya in Ireland, visit its Web site at or telephone +353 (0)1 204 2000.

About Sabio in Ireland
Sabio is an innovative communications technology services company. Working closely with leading technology and application providers, Sabio has the skills, knowledge and expertise necessary to help organisations harness the benefits of technology. From contact centres and enterprise networks to security and business applications, by addressing your organisations business challenges, Sabio ensures that you take advantage of the technology available today, to become one of the prime businesses of tomorrow.

Visit for more information or telephone: +353 1 609 9600.

About Conduit
Conduit's core business is as a directory assistance service provider. The Company currently operates call centres in Dublin, Cardiff, Swansea, Biel in Switzerland and Vienna in Austria and provides directory assistance services to clients in the UK, Ireland, Switzerland and Austria as well as own brand. In Ireland, Conduit operates the independent "11850" directory assistance number which has achieved widespread brand recognition throughout Ireland. In the UK Conduit has recently launched their own brand "11 88 88" directory assistance number while continuing to provide UK directory assistance to a number of UK network operators. The company also provides directory assistance services to clients in Austria, and Switzerland and has launched its own independent "11 88 11" directory assistance number in Austria and "18 50" The Company has 1600 employees across the Group.

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