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Avaya to 'perform' at the Royal Albert Hall in London

  • One of the world's most famous entertainment venues chooses IP Telephony Solution for improved customer service

The Royal Albert Hall has deployed an Avaya IP solution to provide 'state of the art' customer service to the 1.2 million visitors that attend the venue each year.

GUILDFORD, United Kingdom – The Royal Albert Hall, one of the UK's most iconic buildings which welcomes world-class artists and audiences from around the world for the best in live entertainment, has deployed an Avaya Inc. (NYSE:AV) IP solution to provide 'state of the art' customer service to the 1.2 million visitors that attend the venue each year.


The investment in the converged communication solution, based on Avaya's Communication Manager IP Telephony platform and data network from Extreme Networks, was made as part of the Royal Albert Hall ambitions to further improve the standard of service offered to customers and event promoters. The new voice and data solution supports the telephony requirements of users across the organisation as well as offering advanced functionality within the Box Office contact centre.


"Exceeding customer expectations is at the heart of the Royal Albert Hall's service ethos," said Sarah Woods, director of customer relations, Royal Albert Hall. "We saw the introduction of an IP Telephony solution as offering us tremendous scope in providing our customers with more choice in how they communicate with us. We receive some 520,000 calls each year through the contact centre and now we can re-route those who want information and are happy to do so via messaging options which results in greater efficiency, especially during high volume peaks. The solution has also improved statistical information to enable us drive the productivity of operations," concluded Woods.


The design of the solution will also contribute to a reduction of the Hall's communication costs by consolidating the voice and data infrastructure into a single centralised network.


"In addition to meeting the communications demands of one of London's cultural epicentres and one of the world's largest arts organisations, the Royal Albert Hall is also operating in the highly competitive market for prestigious performing art venues and therefore a world class communications infrastructure is critical," said Buddie Ceronie, vice president, UK, Ireland and South Africa, Avaya. "Avaya has extensive experience in these areas and we are delighted to have been able to help the Royal Albert Hall meet all of its communications objectives."


The new Royal Albert Hall communication system also includes Avaya's Modular Messaging designed to give users a single mail box for both mobile and fixed line phones as well as Avaya's new IP phones. Avaya's 9620 series is specifically designed for the everyday telephone user, providing just the right mix of functionality with a simple and intuitive interface, and enhancing employee productivity.


About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centres and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya web site:


About the Royal Albert Hall
The Royal Albert Hall is one of the UK's most treasured and distinctive buildings, recognisable the world over. Since its opening in 1871, the world’s leading artists from every kind of performance genre have appeared on its stage. This shared experience of the best of live performance is now enjoyed by well over a million people each year at the Hall and by many millions more around the world through broadcasts, recordings and new media channels.


The Royal Albert Hall hosts and celebrates live performance by artists from around the world and promotes, with partners, productions of opera, ballet and musicals. Each year, over 350 events are held in the Hall's 5,000 seat auditorium which include performances of classical music, jazz, folk and world music, circus, rock and pop concerts, ballet and opera, dance, comedy, tennis, charity concerts, film premières, corporate dinners, award ceremonies and occasions of national importance. For more information, please visit


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