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Leading Canadian Contact Center Reduces Costs & IncreasesEffectiveness of Multi-Site Operations

02-03-2004
  • Avaya's "Enterprise Branch Connect Solution" centralizes applications, management and administration for NuComm International's six locations handling millions of calls

Savings of up to 30 per cent in network costs and increases in service levels to its North American client base convinced NuComm International to choose an Avaya

Savings of up to 30 per cent in network costs and increases in service levels to its North American client base convinced NuComm International, one of Canada's 50 Best Managed Companies , to choose an Avaya Enterprise Branch Connect Solution to centralize its voice networking applications and connect management operations over six Ontario contact centers.

Avaya Inc. (NYSE: AV), a leading global provider of communications networks and services for businesses, created NuComm's solution using its Avaya MultiVantage Communications Applications, an Avaya Media Server and an Avaya Predictive Dialing System to automate and synchronize calls.

The solution will have a direct impact on NuComm's bottom line. "Using Avaya MultiVantage Communications Applications, we have created opportunities for NuComm to streamline processes and increase service levels by five per cent," says NuComm President Réal Bergevin. "The flexibility and openness of Avaya products has enabled us to customize solutions and create innovative answers to business challenges."

The solution allows NuComm to consolidate its voice network operations into a single interface and utilize its wide area network (WAN) for distribution and routing of calls and applications - resulting in inter site cost savings of 30 per cent.

Forming the core of NuComm's network, Avaya MultiVantage Communications Applications - including IP telephony and contact center applications - run on a single, Avaya Media Server, a Pentium 4 server with a Linux operating system. This software and hardware combination enable NuComm to centralize management of its call centers without increasing staff size by distributing applications throughout all of the company's locations.

Avaya's Predictive Dialing System (PDS) also allows NuComm to utilize a single database for all call center locations rather than five independent lists. The PDS reduces an agent's idle time and increases the number of "right party" connects. With an increase in right party connects per hour, agents deal more positively and effectively with customers and raise their productivity levels.

"Our goal at Avaya is to provide customers with the solutions they need to be more productive and communicate better," says Avaya Canada President Mario Belanger. "The Avaya Enterprise Branch Connect Solution allows NuComm to take advantage of a scalable, secure product that can help impact their bottom line."

About NuComm International
Headquartered in St. Catharines, Ontario, Canada, NuComm International is a leading North American provider of outsourced contact center and customer support services. Privately-owned, with 2,850 employees in six sites throughout Ontario, NuComm works for some of the best known businesses in sectors ranging from telecom to financial services to MSO/cable to retail. NuComm's strength is a unique Business Model that drives operational excellence using statistical quality controls, cutting-edge proprietary technology and an environment of continuous improvement that allows it to consistently meet and exceed client expectations. NuComm has been chosen as one of Canada's 50 Best Managed Companies for three years in a row.

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. Avaya has Canadian headquarters in Markham, Ontario, and offices across the country. For more information about Avaya, visit its Web site at http://www.avaya.ca.

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