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NSC Counsels The Crisis Support Services to Select A New Avaya Telephony System

  • Australia’s oldest telephone counselling service selects IPT

Australia's leading provider of professional 24/7 telephone counselling services, Crisis Support Services Inc (CSS), recently upgraded its telephony to a new IP telephony system from Avaya.

Melbourne, AUSTRALIA – When you are providing critical telephone counselling 24 hours a day, seven days a week, and answering more than 120,000 calls per annum, even simply refreshing your communications infrastructure can be a nail-biting event.


Australia's leading provider of professional 24/7 telephone counselling services, Crisis Support Services Inc (CSS), recently upgraded its telephony to a new IP telephony system from Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services. Designed and implemented by NSC Enterprise Solutions to deliver improved customer service and simplified management, the new system which went live in May, includes Avaya’s Communication Manager architecture which can be expanded in the future to keep pace with CSS' growing needs. Avaya’s S8300 Media Server and G700 Media Gateways with a Local Survivable Processor for redundancy form the platform of the new solution.


Operating for more than 40 years, CSS is an independent, not-for-profit, non-government organisation. It provides specialist telephone counselling lines including Mensline Australia and Suicide Helpline – Victoria as well as a number of national, specialist services for the Child Support Agency, a dedicated line for staff working at Australia Post and a range of telephone-based, employee assistance style services. A team of professionally qualified counsellors and psychologists provide confidential counselling, support, information and referral services, 24/7, for the cost of a local call.


"The most essential element was ensuring the new contact centre solution was able to deliver the reliability and flexibility required for our present and future needs," said John Moran, Operations Manager, CSS. "It was also critical the new solution could be easily managed by our staff with minimal external support."


CSS worked with an independent consultant to scope its requirements and review the marketplace. Expressions of interest were called for from four organisations and following an extensive evaluation NSC Enterprise Solutions was awarded the contract. NSC proposed a low risk, cost effective and flexible solution based on Avaya technology for the refresh of the existing voice technology enabling CSS to take advantage of the benefits of new IP technology without having to complete a major overhaul of the core contact centre/voice platform.


"An influencing factor in our selection of NSC was the ability of the team to speak our language," said Mr Moran. "It was NSC’s ability to translate complex technological terminology into our ‘human services’ language which made them stand out."


"The Avaya S8300 Media Server/Avaya G700 Media Gateway combination provides CSS with the required flexibility and reliability for now and into the future ensuring Victorians in need will be able to receive the assistance they require, when they require it," said Craig Neil, managing director, NSC Enterprise Solutions Pty Ltd.


Avaya’s CMS platform which provides over 200 real-time, integrated and historical reports is used extensively by CSS’s supervisors to ensure efficient resourcing.


CSS has also chosen to include Avaya’s Expanded Meet Me Conferencing which allow up to fifty parties to dial into voice conference. Furthermore CSS has access to a range of call monitoring options which allow supervisors to listen in to calls and agents to record their own calls by pressing a programmed button on their handset. Avaya Message Manager software also allows voicemails to be played via the PC or emailed as files.


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


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®. 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:

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