View All News

Tarkett Chooses Avaya IP Telephony Solution To Boost CustomerService, Improve Call Handling

  • Increased productivity, lower costs, more detailed reports enable Tarkett to monitor business performance.

Avaya announced that Tarkett has selected an Avaya IP telephony solution to improve the efficiency and management of its customer service processes and telephony system.

Avaya Inc. (NYSE:AV) a leading global provider of communications networks and services for businesses, today announced that Tarkett has selected an Avaya IP telephony solution to improve the efficiency and management of its customer service processes and telephony system.

Tarkett, the world's largest seller of vinyl floor coverings, is using the Avaya IP Office to lower operating costs and increase its business performance by improving the management of call volumes for its call centre operations. Now, with IP Office, Tarkett can determine peak calling periods, call lengths, hold time and call abandons, and can staff its call centre accordingly.

Avaya BusinessPartner, Converge Australia, designed and implemented the Avaya IP Office solution and managed the transition from Tarkett's existing outdated PABX to one that could support the needs of a growing business in the small to medium market.

With orders for industrial projects that sometimes go as high as more than A$1 million, lost, missed or delayed customer calls were costing Tarkett money, so the ability to maintain tight control on its call centre was a key factor in selecting Avaya IP Office.

"We needed a system that allowed us to monitor productivity, properly evaluate our customer's calls and make our customer service team more efficient. Our old PABX didn't do this. We looked at six or seven different systems, and Avaya IP Office was the one that suited our requirements, based on performance and price," said Abraham Vella, National Stock Control and Customer Service Manager, Tarkett. "I now know how many calls have been answered and by who; how many orders are being processed; and where we need to improve our performance."

Mark Wood, sales director, Small and Medium Business Solutions (SMBS) Asia Pacific & Japan, explained how Avaya IP Office makes the best use of Avaya technology to help meet small to medium businesses specific needs.

"Smaller businesses are usually more limited in their IT spending than bigger enterprises. Voice and data convergence has enabled such businesses to significantly benefit not only through cost savings, but by increased access to applications and functions previously only available to large enterprises," Wood said.

Avaya IP Office is an all-in-one converged solution specially designed to meet the communications challenges of the small and medium office and provide small and mid-sized customers with a path to convergence, at their pace and choice. Avaya IP Office is able to support 360 extensions, and has built-in LAN with an integrated firewall for security.

Greg Donovan, director, Converge Australia, said: "Tarkett management needed to better understand the daily operations of its business. Customer service and productivity are critical issues - the Avaya IP Office call centre and telephony solution was designed to maximise visibility to what was happening minute by minute, resulting in a positive outcome."

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:

About Converge Australia
Converge Australia Pty Ltd (Converge) is passionate about providing small to medium sized companies communication solutions that are inpidually designed to maximise business their productivity and profitability.

Converge's unique capability stems from its ability to access industry leading providers of carrier services, professional services, data integrators and hardware providers. This means that we are able to recommend the solution that is optimal for your business from a technical, financial and operational perspective. Our strategy is to understand your business requirement before then designing a solution for consideration. Contact Greg Donovan on 0410 446 863 for more information.

About Tarkett
Tarkett is one of the world's largest and most innovative flooring companies. Tarkett has over 100 years experience in the design and manufacture of flooring products. They specialise in vinyl flooring, as well as hardwoods, laminates and textiles, for both commercial and residential customers. Tarkett employs an Australian-wide sales force and has thousands of clients.

Tarkett has a presence in 50 countries. Employing around 7,400 people globally, they produce more than 250 million square metres of floor and wall coverings a year. Their Australian office employs 52 people. Tarkett's sales worldwide topped 1,437 million Euro in 2002.

Categories: Press Releases
View All News