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Vodafone New Zealand Implements Solutions for National Call Center with Avaya and Agile

08-26-2004
  • Significant call centre upgrade to provide improved customer service, greater cost savings, and increased productivity

Avaya announced that Vodafone New Zealand will implement solutions from the Avaya Multivantage Communications Applications portfolio into its two national call centres in Auckland, New Zealand.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that Vodafone New Zealand will implement solutions from the Avaya Multivantage™ Communications Applications portfolio into its two national call centres in Auckland, New Zealand. Avaya BusinessPartner Agile New Zealand secured the upgrade, which provides a future proof speech platform to drive greater cost-savings and productivity from Vodafone New Zealand's call centre operations, as well as more efficient service to customers.

The Avaya solution chosen by Vodafone New Zealand will help in pulling together a virtual call centre that links the company's two call centres, which handle inquiries from Vodafone's 1.6 million customers. Avaya Communication Manager and S8700 Media Servers will support 480 endpoints, including 420 call centre representatives.

Avaya Communication Manager is an industry leading solution, providing intelligent call processing to the enterprise. It enables call control on a dynamic, call-by-call basis, along with full telephony functionality.

S8700 Media Servers are ideal for large distributed enterprises and high volume contact center environments. The S8700 has a common software base, which provides a common set of capabilities than can be deployed across the enterprise enabling all employees to utilise their desktop telephony no matter where they are.

The Avaya solution incorporates disaster recovery planning so that service to customers is maintained at all times. If one call centre is forced to go offline for any reason, agents can be moved to the other call centre and continue to provide services to customers as normal.

"One of the reasons that we chose the Avaya solution is its proven resiliency and disaster recovery capabilities," said Michael Stanton-Jones, technical consultant, Vodafone New Zealand. "In addition, the reliability and added functionality of the solution and the global reputation of Avaya appealed to us, as did Agile's proven project management experience."

Tony Jayne, general manager, Agile New Zealand, added: "Agile has the proven project management and implementation skills to deliver the right solutions to customers with sophisticated needs like Vodafone New Zealand. These skills, combined with Avaya's industry leading solutions delivered the capability and reliability that Vodafone was looking for."

Carlton Taya, managing director, Avaya South Pacific said: "Call centres provide a direct link for customers to access information and support. Vodafone New Zealand has implemented a solution that will improve the quality of service it provides to customers, whilst delivering increased control and reliability."

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: http://www.avaya.com or www.avaya-apac.com

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