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Gexel Telecom to Enhance Customer Service and Satisfaction With Avaya Contact Center Solutions

  • Solutions From Avaya and Channel Partner TELUS Will Improve Agent Productivity; Scale Rapidly

Avaya and its channel partner TELUS announced that Gexel Telecom, a specialist in interactive customer relationship management, will deploy an Avaya contact center solution to deliver more personalized customer service, quicker response times, and faster resolution.

  • Gexel Telecom will power their next-generation contact center with an Avaya contact center solution deployed by Avaya and TELUS
  • New solution to enhance customer experience by providing more personalized service, quicker response times, and faster call resolution

MONTREAL – Avaya, a global leader in business communications and collaboration, and its channel partner TELUS, today announced that Gexel Telecom, a specialist in interactive customer relationship management, will deploy an Avaya contact center solution to deliver more personalized customer service, quicker response times, and faster resolution.


The new deployment will allow Gexel to provide its customers with new services and an enhanced contact center experience. Advanced call routing features will help ensure that incoming and outgoing calls are handled more quickly and efficiently—often the first time. They will also help maximize agent productivity. Avaya's contact center solution will enable Gexel to rapidly scale their operations as they grow, and provide them with superior call management and measurement tools to track the key indicators that matter to them and their customers.


The contact center solution selected by Gexel includes:
• Avaya Aura® Communication Manager
• Avaya Aura® Call Center Elite
• Avaya Proactive Contact
• Avaya Aura® Workforce Optimization (WFO)
• Avaya Call Management System (CMS)
• Avaya Professional Services


"Avaya Aura Call Center Elite will help our agents more quickly identify customer needs and questions, and share them with experts in real-time. Gexel is well-known for offering high-quality service at a competitive price and moving forward with Avaya is the next step to take to further improve our competitive advantage."
— Paul Trihey, CEO, Gexel Telecom

"Avaya's industry-leading contact center solutions will do more than maximize the productivity of Gexel's customer service agents. With support from our channel partner TELUS, these solutions will keep pace with Gexel’s needs as they grow their operations and allow them to consistently deliver a superior contact center experience to their customers. Avaya is pleased to have been selected by Gexel as their technology partner."
—Réjean Bourgault, vice president of sales, Avaya


avaya, gexel, contact center, call center, avaya aura


About Gexel Telecom
Gexel Telecom specializes in supplying interactive customer relationship management to enterprises in North America. Gexel offers bilingual contact center services for inbound customer service and technical assistance, outbound telemarketing, as well as fulfillment and email management. Gexel clients include retail and manufacturing firms, utilities, telecommunication providers, financial institutions and government agencies. The company operates four contact centers in Canada and one contact center operation in the Bretagne region of France. Visit for more information.


TELUS (TSX: T, T.A; NYSE: TU) is a leading national telecommunications company in Canada, with $9.8 billion of annual revenue and 12.3 million customer connections including 7 million wireless subscribers, 3.7 million wireline network access lines and 1.2 million Internet subscribers and more than 300,000 TELUS TV customers. Led since 2000 by President and CEO, Darren Entwistle, TELUS provides a wide range of communications products and services including data, Internet protocol (IP), voice, entertainment and video.


In support of our philosophy to give where we live, TELUS, our team members and retirees will, by year-end 2011, have contributed $245 million to charitable and not-for-profit organizations and volunteered 4.1 million hours of service to local communities since 2000. Ten TELUS Community Boards across Canada lead TELUS’ local philanthropic initiatives. TELUS was honoured to be named the most outstanding philanthropic corporation globally for 2010 by the Association of Fundraising Professionals, becoming the first Canadian company to receive this prestigious international recognition.


For more information about TELUS, please visit


About Avaya
Avaya is a global leader in business communications and collaboration, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information, please visit


Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

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