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Burswood Focuses on Customers with Avaya IP Contact Centre

  • NSC Group enables Burswood International Resort Casino to increase customer satisfaction with Avaya IP Contact Centre solution

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that Perth's Burswood International Resort Casino had chosen a suite of Avaya IP Telephony and Contact Centre solutions.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that Perth's Burswood International Resort Casino had chosen a suite of Avaya IP Telephony and Contact Centre solutions. Avaya Gold Business Partner, NSC Group, will provide professional consulting and implementation services for the project.

The Avaya IP Telephony and Contact Centre solution chosen by Burswood will provide staff with access to tools and resources designed to deliver a consistent customer experience and enable them to centralise customer service functions through a new contact centre, increasing customer satisfaction and service efficiency.

One of Burswood's requirements for its communications upgrade was a telephony environment that supported mixed IP Telephony, standard telephony and analogue phones at a low cost. The Avaya IP Telephony solution offered this capability along with lower initial costs, a streamlined communications environment, increased flexibility and improved customer responsiveness.

Prior to the new solution being implemented, guests and potential customers often dealt with multiple staff members when making enquiries or bookings. The new Customer Contact Centre will offer a one-stop-shop for customers to make hotel, restaurant and theatre reservations or loyalty club enquiries. Customers will benefit from more personalised service as staff can view a customer's history on screen as they answer calls or serve a customer. Staff can then provide services in line with the customer's patterns of behaviour.

With the Avaya solution, Burswood can segment its customer base, providing a personalised and consistent customer experience through measurable business processes. It also increases the transparency of Burswood's internal operations and ultimately provides savings through gains in efficiency.

"Our Customer Contact Centre plays an important role in customer interaction and with higher customer loyalty and satisfaction comes higher yield and profitability," said Gordon Dunbar, Chief Information Officer, Burswood International Resort Casino.

"The Avaya IP Contact Centre solution that was designed and implemented by the NSC Group provides us with a more solid and sustainable way to manage customer relationships," he said. "The reporting, segmentation and personalisation capabilities will also help to increase our productivity and the level of service we provide."

The suite of Avaya solutions being implemented includes Avaya Communication Manager 2.0 and the S8700 Media Server, which enable employees to utilise the features of desktop telephony even when they are away from their desk. At the same time it delivers the benefits of IP Telephony, including reduced call costs and flexibility for adds, moves and changes.

The Customer Contact Centre will be managed using Avaya Operational Analyst and the Avaya Call Management System, providing real-time agent and call centre performance statistics, including queue wait times and average call handling time.

Avaya Interaction Centre will also be implemented to support voice, email, web and face-to-face contact and provide Burswood's customers with access to a number of different departments using one point-of-contact.

"For a large organisation like Burswood, it is essential to manage customer interaction effectively," explained Carlton Taya, Managing Director, Avaya South Pacific.

"With Avaya Interaction Centre, customer interactions are stored and updated every time a contact is made. It also simplifies the management of high volumes of customer interactions, increasing the productivity of Burswood's Customer Contact Centre, and customer satisfaction levels," he said.

Craig Neil, Managing Director, NSC Group said: "To cope with increasing customer expectations, companies like Burswood have had to implement a broader set of capabilities for interacting with the customer to create a consistent experience. The Avaya and NSC Group partnership provides Burswood a competitive edge through enhanced business critical infrastructure throughout the organisation and a greater customer experience, all through the power of IP."

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 (IP) 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: or

About NSC Group
NSC Group is a wholly Australian owned, multi-million dollar national organisation, encompassing subsidiaries of NSC Enterprise Solutions and NSC Carrier Technologies, specialising in the implementation, management, and maintenance of highly sophisticated, communication technology. Established in 1989 as a reseller of early PABX technologies, the business was formerly known as North Shore Connections (NSC) and built its strengths in contact center solutions and voice technologies. NSC Group has won broad acclaim for its client focus and rigorous approach to communications project management, which in return has rewarded the company with high levels of growth and long-term partnerships with its clients. For more information visit the NSC Group Web site:

About Burwood International Resort Casino
Burswood International Resort Casino is renowned as Western Australia's premier tourist destination and offers corporate and leisure travellers a world of entertainment, luxury, relaxation and non-stop gaming action. The Resort employs more than 2,700 people and is Western Australia's top tourism exporter. The Resort complex boasts the luxurious, 413-room InterContinental Burswood Resort Perth, with state-of-the-art business support facilities; a 24-hour Casino, including a prestigious private gaming room; nine restaurants; six bars; a dedicated Convention Centre; a 2,300-seat Theatre; 20,000-seat indoor stadium; and a host of leading edge leisure facilities including a fully equipped health and fitness centre, day spa and beauty centre, as well as an 18-hole golf course. For more information visit the Burswood International Resort Casino Web site:

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