Five-year contract to see Defence transition 14 contact centres to
Avaya, enable personalised customer experiences through expanded
intelligence, automation and analytics
SYDNEY--(BUSINESS WIRE)--
Protecting the national interest gets a boost from omnichannel
communications, as Avaya Holdings Corp. (NYSE:AVYA) today announced it
has been selected as the contact centre technology and services provider
by the Australian
Department of Defence.
The five-year contract will see Defence migrate and consolidate its 14
contact centres – comprising more than 650 personnel and servicing over
40 lines of business – exclusively to the Avaya omnichannel platform.
The new solution will enable Defence’s contact centres to be fully
unified with all communications channels and associated applications.
This omnichannel environment will allow Defence to expand its automation
and analytics capabilities, subsequently providing a more efficient and
personalised experience for the people who interact with any of the
contact centres.
When the project is complete, contact centre agents within each
operational arm of Defence will have visibility into combined data sets,
allowing them to deliver personalised interactions ranging from simple
tickets for desktop support to more sophisticated issues related to
Defence business lines.
In addition, operators will be able to resolve issues at first point of
contact which is a significant improvement to current Defence
capability. By creating integrated contact centres within the Avaya
environment, Avaya will offer the foundation for omnichannel
interactions allowing operators to tailor their responses to meet
individual needs.
Avaya is also increasing accessibility for all personnel who engage with
the contact centres. For example, the new capability will cater for
callers who may have hearing impairments, giving them a specialised
service that optimises their experiences.
Speaking on the announcement, an Avaya spokesperson said, “The migration
to a centralised environment for each of its contact centres creates the
opportunity for Defence to get closer to its ‘customers’ – whether they
are employees across its various departments or external parties – than
ever before. Once the transition is complete, Defence will be able to
combine automation and analytics to provide personalised experiences to
all stakeholders.”
About Avaya
Avaya is a global leader in digital communications software, services
and devices for businesses of all sizes. Our open, intelligent and
customizable solutions for contact centers and unified communications
offer the flexibility of Cloud, on-premises and hybrid deployments.
Avaya shapes intelligent connections and creates seamless communication
experiences for our customers, and their customers. Our professional
planning, support and management services teams help optimize solutions,
for highly reliable and efficient deployments. Avaya Holdings Corp. is
traded on the NYSE under the ticker AVYA. For more information, please
visit www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and state
securities laws. These statements may be identified by the use of
forward looking terminology such as “anticipate,” “believe,” “continue,”
“could,” “estimate,” “expect,” “intend,” “may,” “might,” “our vision,”
“plan,” “potential,” “preliminary,” “predict,” “should,” “will,” or
“would” or the negative thereof or other variations thereof or
comparable terminology and include, but are not limited to, the delivery
of a cloud platform, the availability of features such as agent quality
software applications and Intelligent Wire services, and the Company’s
move to Big Data, Machine Learning and AI. The Company has based these
forward-looking statements on its current expectations, assumptions,
estimates and projections. While the Company believes 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 its
control. The factors are discussed in the Company’s Registration
Statement on Form 10 filed with the Securities and Exchange Commission,
may cause its 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 further
list and description of such risks and uncertainties, please refer to
the Company’s filings with the SEC that are available at
www.sec.gov
.
The Company cautions you that the list of important factors included in
the Company’s SEC filings may not contain all of the material factors
that are important to you. In addition, in light of these risks and
uncertainties, the matters referred to in the forward-looking statements
contained in this report may not in fact occur. The Company undertakes
no obligation to publicly update or revise any forward-looking statement
as a result of new information, future events or otherwise, except as
otherwise required by law.
Source: Avaya Newsroom
View source version on businesswire.com:
https://www.businesswire.com/news/home/20180821005007/en/
Avaya
Iman Ghorayeb, +97144048275
ighorayeb@avaya.com
Source: Avaya Holdings Corp.