For Immediate Release: 31-May-2007
Media Relations:
Linda Motherwell
Avaya South Pacific
+61 2 9352 9107
motherwell@avaya.com
Sydney, AUSTRALIA –
After discovering 3,664 calls were missed over a three
month period translating to potentially lost revenue,
Tangalooma Wild Dolphin Resort, located off the Brisbane
coast, has introduced the latest IP telephony from Avaya
Inc (NYSE:AV), a leading provider of business communications
software, and Telstra Business Systems, a wholly owned
subsidiary of Telstra and Avaya Gold BusinesssPartner,
with the goal of significantly improving customer service
levels.
Previously, the resort, where guests can hand feed a pod
of wild bottlenose dolphins, had operated a simple telephone
key system that could not transfer calls and had no reporting
or call centre functionality. Tangalooma recognised it needed
to upgrade its communications infrastructure to introduce a
telephony system that was feature-rich, future proof, scaleable
and affordable in the competitive tourism and hospitality
industry.
“We were forced to ‘face the music’,” said Tangalooma’s
Administration, Finance and IT Director, Geoff Breene,
“and now we’re not looking back. This is one of the most
significant technological innovations that Tangalooma has
ever undertaken. Avaya and Telstra were instrumental in
its success at every stage – evaluation, implementation
and support.”
Telstra installed 50 of the latest Avaya IP handsets and
an Avaya Call Centre suite at Tangalooma Resort, with an
option to extend the network across Tangalooma’s entire
resort and 300 room complex. Upgrading its contact centre
with Avaya’s IP handsets and Call Centre Suite has resulted
in a significant improvement in satisfaction for both customers
and staff.
“We now have the latest, state-of-the-art, IP telephone
system from Avaya that has created a future-proof platform
that will give us the opportunity to roll-out IP telephony
across the entire resort. It has improved the customer
service experience considerably for holiday makers who
expect to receive holiday information quickly and efficiently.
“One of the major benefits,” Breene said, “is that we can
allocate calls to the person who has most expertise in the
relevant area. We’re expecting that this will shorten
customer time on the phone and help our staff to manage
the calls more effectively, not to mention stopping the
thousands of missed calls potentially creating a rapid ROI
by improving our bottom line.”
For the call centre, it means that operators will have
absolute control of all incoming calls into the centre,
how they queue, what the caller hears, who the calls
should go to and just about every conceivable call handling
option can be chosen to improve our customer service.
Telstra Business System’s Managing Director, Malcolm
Flanagan said, “As a popular holiday destination,
Tangalooma is focused on delivering the most exceptional
customer experiences and upgrading its communications
system is a positive step for this world class resort.
More and more organisations like Tangalooma are recognising
IP telephony provides more than just voice connectivity
at reduced costs but also a foundation that is breaking
down barriers between different forms of communications.”
Carlton Taya, Managing Director of Avaya South Pacific
said, “Tangalooma has taken a visionary approach to its
communications infrastructure and Avaya is pleased to be
working hand-in-hand with Telstra as the chosen partners
with proven track records in the Australian hospitality
sector, to help take Tangalooma on this strategic journey.”
Tangalooma has invested in an Avaya Communications Manager,
IP Telephony Solution with a G700 gateway and S8300 server
with voicemail and deluxe call centre package. The new IP
9620 handsets, have one-touch access to key features and
superior high fidelity audio, resulting in improved sound
quality and making conference calls and meetings more
effective by requiring less reiteration.
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
About Telstra
Telstra is Australia’s leading telecommunications carrier
and a world-class fully integrated, full service provider
across wireline, ADSL, HFC, satellite and digital wireless
networks and platforms. Telstra has 9.9 million fixed line
and 8.9 million wireless customers. Telstra’s BigPond®
is Australia’s leading ISP. Telstra has the most highly
accessed family of internet portals and sites and provides
entertainment and multimedia content over its broadband
network and through its Pay-TV joint venture, FOXTEL®.
Telstra owns and operates one of the most technologically
advanced networks, offering end-to-end solutions ranging
from broadband, IP, mobile and intelligent network services,
to voice and data network hubs, call centres, and advanced
multimedia and e-commerce applications. It has business
operations in the Asia-Pacific region, North America, the
UK and Europe.
™Trade mark of Telstra Corporation Limited
® FOXTEL is registered trade mark of Twentieth Century Fox Film Corporation
Telstra’s national media inquiry line is 1300 769 780 and the Telstra Media Centre is located at:
www.telstra.com.au/abouttelstra/media
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