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Avaya Solutions and Services Provide Launch Platform for NewCanadian Multi-Channel Contact Centre Company

11-16-2004
  • MCCI offers clients multimedia customer interaction options withrapid response customer service based on Avaya MultiVantageCommunications Applications

Multi Channel Communications, Inc. (MCCI), a new Canadian customerservice provider serving North American telecommunications andfinancial services businesses, selected solutions and services fromAvaya with which to launch and grow its multi-channel contactcentres. Avaya Inc. (NYSE: AV) is a leading global provider ofbusiness communications software, systems and services.

Multi Channel Communications, Inc. (MCCI), a new Canadian customer service provider serving North American telecommunications and financial services businesses, selected solutions and services from Avaya with which to launch and grow its multi-channel contact centres. Avaya Inc. (NYSE: AV) is a leading global provider of business communications software, systems and services.

MCCI offers clients both traditional and IP telephony-based services with the multi-channel communications, sophisticated call routing and advanced reporting that are key to the company's success. The full menu of multimedia customer contact options offered to MCCI's clients includes voice, email, web chat and self-service. In addition, MCCI meets service level agreements within even the most stringent response time requirements with highly efficient contact routing combined with comprehensive management and reporting capabilities. All of these capabilities are provided by Avaya MultiVantage Communications Applications, including Avaya Communication Manager IP Telephony software and the Avaya Customer Interaction Suite for contact centres.

"When looking at which solution we could trust to create the backbone of our business, Avaya was unequivocally the right choice," said Stephen Haynes, MCCI senior vice president of operations. "With Avaya, we have invested in a solution that provides our customers with the highest reliability and quality of service and puts us in a position to evolve and grow our business."

The Avaya solutions also enable MCCI to manage its two contact centres in Belleville and Peterborough as if they were a single location. As a result of the open industry standards on which Avaya bases its portfolio, MCCI will be able to integrate communications with other internal or client business applications.

"Building our business from the ground up with Avaya allows MCCI to operate in a low cost, easy-to-use, open standards environment, while at the same time offering clients more effective and higher quality services, such as detailed reporting, intelligent inbound and outbound call management, and flexible and reliable staff who will be using IP hardphones or softphones," says Haynes.

MCCI has the flexibility to support growing levels of activities and numbers of agents as the business expands with Avaya MultiVantage applications and Converged Infrastructure. In addition, because management is centralized, MCCI can expand the number of its call centre sites with little impact on overall administration.

Avaya Global Services implemented the solutions for MCCI. Avaya is the worldwide market leader in IP telephony according to Synergy Research Group, and in North American contact centres according to Frost and Sullivan.

"We are excited to have the opportunity to work with MCCI from its beginning and help them grow their business," says Avaya Canada President Mario Belanger. "Working closely with our call centre customers, we work hard to implement and design solutions that help increase efficiencies in accessibility; decrease queue times; maximize agent efforts; eliminate delays; and optimize trunk utilization."

About Avaya Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500 ®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications  and distinguished by comprehensive worldwide services  Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

About Multi Channel Communications, Inc. Multi Channel Communications, Inc. "MCCI" is a privately-owned Canadian company which is a well-funded, technology-driven organization poised for growth. The Company designs, develops and manages customized multi-channel centers for world leading organizations. MCCI supports sectors in technology, telecommunications and financial services.

MCCI blends industry leading telephony, computing and software platforms with unique business and people processes to create the most advanced multi-channel contact centers in the world. MCCI enables its clients and their end-users to leverage both traditional voice and emerging Internet contact services to increase customer loyalty, satisfaction and profitability with optimized performance.

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