For Immediate Release: 31-Oct-2006
Media Relations:
Linda Motherwell
Avaya
+61 2 9352 9107
motherwell@avaya.com
AUSTRALIA– Delivered today at the
kick-off of a three-day Australian roadshow, Avaya Inc.
(NYSE:AV), a leading global provider of business communications
applications, systems and services, today urged Australian
enterprises to consider the competitive advantage of
embedding intelligent communications applications into
the fabric of the contact centre to create a strategic
asset.
A strategic contact centre is one that is tightly aligned
with business requirements and is able to match every
customer with the right solution every time. A major
enabler is the emergence of a new breed of contact centre
applications embedded with best-of-breed communications
technologies. Contact canters of the future will be
differentiated on how effectively they use these intelligent
business communications applications to improve customer
service, while reducing costs.
“Today, the contact centre is the epicentre of any
enterprise as it is where the majority of customer interactions
take place,” said Laura DiSciullo, Vice President, Customer
Service Applications, Avaya Inc. “Avaya is supporting
companies create a competitive advantage through the
strategic use of customer service. Our job is to put
communications at the heart of business and help contact
centres deliver differentiated customer service and
achieve profitable growth by making their agents more
productive, their processes more intelligent and their
customers more satisfied.”
In Australia, intelligent communications applications
from Avaya are helping enterprises build customer loyalty
and maintain long term relationships.
Two key applications are :
- Avaya Self Service applications are built on open
standards to leverage existing systems to deliver
seamless, responsive, accurate interactive self-service
support. It combines user friendly speech recognition
and keypad/touchtone solutions to make things easier
for customers and enhance agent productivity, potentially
lowering the cost of each customer interaction by
up to 80% 1 . In a market climate characterized by skills
shortages, Avaya’s self service technology enables
Australian enterprises to automate many processes
thereby freeing up skilled contact centre agents to
deal with the complex or high value customer contacts.
- Avaya Proactive Contact’s integrated outbound and
blended communications solutions boost agent productivity
and reduce costs while leveraging existing technology.
With Avaya Virtual Agent, businesses can integrate Proactive
Contact with Interactive Response to proactively reach
out with important information that customers need,
from appointment reminders and flight change updates
to renewal or past due notices and more.
At the same time, Avaya recommends that contact centres
take a Service Oriented Architecture (SOA)
approach to their infrastructure which enables systems
to be tested, installed and deployed up to 30% 2 faster
than traditional systems with Avaya’s repeatable, scalable
applications. Efficiencies can be built right into business
processes by embedding Avaya customer care applications
within SOAs, thereby automating many of the activities
that used to require personal calling or contact. This
has helped some Avaya customers to achieve increases
in revenue of up to 30% 3 .
The Avaya Contact Centre Roadshow is taking place in
the following cities:
Melbourne - Tuesday 31 October 2006
Langham Hotel, 1 Southgate Avenue
Brisbane - Wednesday 1 November 2006
Novotel Hotel, 200 Creek Street
Sydney - Thursday 2 November 2006
Four Seasons Hotel, 199 George Street
7:30am to 10:15am
A plated breakfast will be served.
1Datamonitor, An Introductory Guide to Speech Recognition Solutions, August 2006
2Language Line Case Study, 2006
3Avaya Case Study, International Speedway Corporation, 2006
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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