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KPN Selects Avaya for New Contact Center Solutions


KPN, the leading fixed and mobile operator in the Netherlands, announced they have chosen contact center systems and software from Avaya.

NIEUWEGEIN, The Hague – KPN, the leading fixed and mobile operator in the Netherlands, announced they have chosen Avaya, a leading global provider of business communications applications, systems and services, for their contact center systems and software. As part of the agreement, KPN will replace its current contact center systems with Avaya solutions. In addition, STN, the largest outsourcer of contact center services in the Netherlands and part of KPN, also will replace its systems with technology provided by Avaya.


Upon implementation, KPN's new contact center will have over 6,500 IP connections, including licenses for Avaya Interaction Center (AIC), an Internet protocol (IP)-based multimedia software that helps customer service agents more effectively manage customer interactions, and Avaya software to streamline and enhance the systems. SNT Nederland will benefit from nearly 5,000 Avaya IP endpoints, as well as software to enhance the customer service experience.


Implementation and maintenance for both projects will be handled by Newtel Essence, a KPN subsidiary and one of Avaya's key Business Partners in the Netherlands. Avaya will also provide services and support to KPN over the next three years through its Avaya Global Services pision.


"KPN's choice of Avaya underscores our leadership position in the contact center market," said Chris de Jongh, managing director, Avaya Netherlands. "With Avaya's Intelligent Communications solution, KPN will now consolidate its customer service operations into one contact center in the Netherlands, an approach which will make it easier to process customer contact across multiple channels (voice, e-mail, fax or Web chat), and allow KPN to provide superior customer service during every interaction."


"Newtel Essence is looking forward to implementing the Avaya solutions for KPN," says Marcel Otto, managing director at Newtel Essence. "As an IT integrator, and contact management specialist for KPN and Avaya Platinum Business Partner, we can use our expertise to help KPN to further enhance effectiveness and cost efficiency in the field of customer service."


Avaya technology will be deployed for managing customer contact for sales and services to KPN business customers and consumers. KPN currently processes approximately 15 million customer contacts each year for its mobile and fixed telephony services as well as its internet and digital television pisions.


About KPN
KPN is the leading provider of telecommunications services in the Netherlands, serving customers with wireline and wireless telephony, internet and TV services. To business customers, KPN delivers voice, internet and data services as well as fully-managed, outsourced ICT solutions. Both nationally and internationally, KPN provides wholesale network services to third parties, including operators and service providers. In Germany and Belgium, KPN pursues a multi-brand strategy with its mobile operations, and serves multiple customer segments in consumer as well as business markets.


At September 30, 2007, KPN served 5.5 million wireline voice subscribers, 9.1 million mobile customers, 2.6 million Internet customers and 0.4 million TV customers in the Netherlands as well as 16.8 million mobile customers in Germany and Belgium. With 27,155 inpiduals (24,890 FTEs), KPN posted revenues of EUR 8.9bn, with an EBITDA of EUR 3.7bn in the period January - September 2007. KPN was incorporated in 1989 and is listed on the Amsterdam, New York, London and Frankfurt stock exchanges.


About Newtel Essence
Newtel Essence, a subsidiary of van KPN, is a Benelux-based-company that focuses on organizations that want to optimize their customer contact processes through integration of CRM and contact centers. Communication Integrator Newtel Essence combines (on-line) customer contact management solutions with data and telecommunications technology. Service and security play an important role in this respect. Newtel Essence also provides the 0800/0900/088/1400 service numbers that give access to contact centers. More information is available on


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 Centers 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:


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