For Immediate Release: 26-May-2005
Sydney, AUSTRALIA
– Avaya Inc. (NYSE:AV) - a leading global provider of
business communications software, systems and services
– has today announced the completion of one of the largest
IP Telephony deployments in New Zealand which comprises
an end-to-end migration from a traditional TDM network
to a fully-featured Avaya IP Telephony infrastructure.
According to IAG, full ROI is projected within 12 months
and costs will be slashed by more than 25 per cent.
IAG in New Zealand in 2002 faced an urgent business
need. The merging of two leading insurance brands –
State Insurance and New Zealand Insurance – presented
an opportunity for a new IT strategy but also demanded
a more sophisticated and innovative system. After outsourcing
the non-core IT&T function, the team then looked
to establish a next-generation, function-rich communications
platform that could move the business forward and enable
the dual business goals of cost-reduction and heightened
customer service – delivered through a 900-seat virtual
contact function.
As a general insurer, it was recognised that to survive
in a competitive climate, the business needed to be
able to respond to its customers’ needs in the event
of all kinds of personal loss quickly and in any manner
customers chose. The mobility benefits inherent in an
IP Telephony network makes the business much more flexible,
responsive and productive; while having the realistic
potential for video-use that enables a fully-functioning,
multi-channel contact centre.
In a rare case of a “brown-site” migration, IAG overhauled
the entire existing cabling system and then migrated
to a fully-managed service based on a converged voice,
data and video-capable network including function rich
softphones for call centres. The topology also included
an integrated numbering plan across fixed AND mobile
telephony. “What we have done proves that migration
to a converged telecommunications platform is not only
feasible but delivers tangible and significant business
benefits in a very short time frame,” said Mr Brenton
Hall, National Sales Support Manager, IAG New Zealand.
“In fact, we saw service level improvements the day
we migrated and our overflow capability allows us to
use our outlying sales site network more effectively,”
he said.
There were several benchmarks on which the business
measured service levels. Abandon rates were high enough
pre-convergence to be rated as a business problem. Post-converge
targets were set at five percent, but the new system
was very quickly delivering only one or two per cent
as a result of smarter call routing, better data access,
easier multiple queuing and higher productivity. Equally,
an 80 per cent standard for calls answered within 20
seconds was easily surpassed. These targets were set
based on expected performance of the new system rather
than the old system. Nevertheless, expectations had
been surpassed to such an extent, IAG NZ is looking
into whether new ways of measuring service levels are
required.
In addition, functionality was exponentially increased.
Previously, there was no CTI, and real-time visibility
of traffic was achieved through unreliable wallboards.
Equally, overflow queuing was impossible to manage,
so once a call was re-routed, the call centre manager
lost visibility of it. Consequently there was limited
ability to plan, project or respond to traffic oscillations.
The new level of control delivered by the ‘smarts’ within
the Avaya system mean that call centre managers now
have real-time visibility of traffic and complete control
over volume management, while IAG NZ can cleverly utilize
its staff network across the country.
“Ultimately, this is a fantastic outcome for our customer
service provision,” said Carlton Taya, managing director,
Avaya South Pacific. “Because of the reporting facilities
inherent in the Avaya system, IAG can continuously monitor
and control the system to ensure they can maintain these
service levels and scale them up should volume grow
unexpectedly. This is truly mission critical given 85
per cent of IAG’s sales, claims and service is completed
over the telephone.”
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:
www.avaya.com.au.
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