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Avaya and NSC Help Keep Premier Cabs Motoring Along

06-21-2006

Avaya BusinessPartner NSC managed a new roll-over of all carrier services from the existing PBX to an Avaya system for Premier Cabs, a leading taxi enterprise in Sydney.

SYDNEY, Australia - Taking more than 3.6 million bookings annually, communications is the lifeblood of Premier Cabs' business. With a fleet of around 1000 vehicles, including standard cabs, MaxiCabs and luxury Prestige Service taxis, Premier Cabs has been meeting the perse needs of Sydney's passengers for more than 17 years.

 

In late 2005, a decision was made to upgrade its existing PABX/Call Centre infrastructure housed at the company's Granville headquarters.

 

"Our existing system was coming to the end of its life and Avaya offered an attractive upgrade solution that would enable us to take advantage of the new IP Telephony platform," said Paul Kelly Communications Manager, Premier Cabs.

 

NSC managed the roll-over of all carrier services from the existing PABX to the new Avaya system providing both a technical services manager and a customer services consultant on-site during the cut-over period. During the system cutover, Premier Cabs call centre was off-line for only four minutes thereby ensuring minimum disruption to the business.

 

One of the early benefits of the new system will arise from the use of an IP connected Call Recording solution from Verint.

 

The combined Avaya IP telephony system upgrade and Verint Call Recording will allow Premier Cabs to monitor all calls and implement appropriate agent training to ensure best practice customer service.

 

The new IP Telephony solution comprises an Avaya S8710 IP Multi-Connect System running Communication Manager 3.0.1 with dual S8710 Media servers supplying a high level of reliability and uptime for the business, two G650 Media Gateways and Intuity Audix Voice Mail for up to 100 users. Two UPS units provide full redundancy in case of power outages.

 

Laying the platform to upgrade its existing Computer Telephony Integration (CTI) capabilities in the future is the Avaya Application Enablement Services (AES) Server which currently links to the Verint Call Recording Solution.

 

"NSC has considerable expertise in working with taxi companies such as Swan Taxis in Perth and Silver Top Taxis in Melbourne," said Craig Neil, managing director of the NSC Group. "We welcome Premier Cabs to the fold and are pleased to be providing a state-of-the-art IP Telephony solution to them."

 

About NSC
For more than 16 years, the NSC Group, a wholly Australian owned and operated company, has specialised in the design, implementation, management, and maintenance of highly sophisticated IP Telephony solutions. The NSC Group has two major subsidiaries - NSC Enterprise Solutions which offers business services, applications and solutions for converged voice and data networks, contact centres, CTI, customer relationship management, interactive voice response, unified messaging, outbound diallers and multi-service networks and NSC Carrier Technologies which was established in response to the growing number of projects involving the supply and integration of specialised technologies to the carrier market. Further information is available at www.nsc.net.au

 

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500(R). 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 website: www.avaya.com.

 

About Premier Cabs
With a fleet of nearly 1,000 vehicles including standard cabs, MaxiCabs and luxury Prestige Service taxis, Premier Cabs offers quality taxi services across the Sydney region. Taking more than 3.6 million bookings annually, Premier Cabs has earned a reputation for dedication, innovation and excellence.

 

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