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Coca-Cola Amatil Selects Avaya in $1.5 Million National ContactCentre Deal

03-09-2004
  • Call centre provides better customer service and increase agent efficiency

Avaya announced that Coca-Cola Amatil (CCA) has chosen solutions from Avaya's MultiVantage

Avaya Inc. (NYSE:AV), a leading global provider of communications networks and services for businesses, today announced that Coca-Cola Amatil (CCA) has chosen solutions from Avaya's MultiVantage Communications Applications portfolio worth A$1.5 million. CCA has opened a new national contact centre located in St Leonards, Sydney in order to provide better service to customers.

CCA chose Avaya Interaction Centre with Predictive Dialer and with Avaya Communication Manager running on an Avaya S8700 Media Server for its call centre. The solution helps to make customer interactions more efficient, increase the level of service provided to customers, and simplify service inquiries and sales call outs.

An important factor in CCA's decision to choose Avaya technology was the proven productivity enhancements that the solution could provide.

"The key measurement of customer service is the time our people are able to spend helping the customer," said Norm Farrell, general manager - Business Services, Coca-Cola Amatil. "This technology allows us to provide better service to our customers."

The majority of CCA's calls are outbound with customers proactively contacted for orders according to delivery schedules in their suburb. Inbound calls to the contact centre are predominantly for service inquiries and bookings, as fridges used by customers are owned and serviced by CCA.

According to Sunny Rao, General Manager, Enterprise Solutions, Avaya South Pacific, an increased level of automation and the ability to ensure that the centre is maximising the opportunity to talk to the correct person within the customer's organisation will deliver significant benefits to CCA.

"Avaya provided a highly scalable solution that could be implemented rapidly and seamlessly integrate with their infrastructure. With Avaya as the single vendor providing the entire solution, it represents a cost effective low risk strategy for Coca-Cola Amatil.

"With Avaya Interaction Centre with Predictive Dialer, CCA will be able to roll out promotional initiatives more effectively and ensure consistency across all communications channels, now and in the future," Rao said.

The technology refresh also enables CCA to future-proof its contact centre technology. The Avaya solution will be able to deal with future changes, not just the current outbound-based business model.

"Over time the contact centre will take on more of the direct customer support activities, allowing our field service representatives to concentrate on growing our customer's businesses," Farrell said.

"Overall we wanted to improve the way we service our current customer base and increase customer satisfaction. Avaya is a recognised market leader in contact centre technology, and we knew they could help us do that," he said.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 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: http://www.avaya.com

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