For Immediate Release: 11-Dec-2001
Waterloo, BelgiumAvaya (NYSE: AV), a global leader in corporate networking
solutions and services, today announced that it provided Slovenské
telekomunikácie, a. s., (ST) a leading telecommunications provider
in the Slovak Republic, a leading edge customer relationship
management (CRM) solution for Slovenské Telekomunikácie's newly
established call centre located in Ko¡ice, which was opened this
month. The solution provided by Avaya will enable ST to
significantly increase its overall call centre efficiency. "Avaya CRM solution will dramatically reduce the time required
to respond to general customer inquiries and provide them with
product information," said Ron Weintraub, Director of Customer Care
and Billing at Slovenske Telekomunikacie, a.s. "The system will
also make the provisioning of our services much quicker, improve
the technical support we provide to our customers, allow us to
respond to general inquiries faster and provide the detailed
billing information they require." This call centre solution is built on Avaya's Call Processing
Server G3r and Avaya's industry-leading Customer Relationship
Management (CRM) software which includes Automatic Call
Distribution (ACD). Avaya's ACD software routes calls to agents or
to Avaya's interactive voice response system that provides
customers with sophisticated options for self-service. Other
features include the Avaya Call Management System (CMS), which
provides real-time and historical reporting on the performance of
the call centre. A Quality Management System (QMS) will be provided
by Avaya's technology partner, NICE Systems. The QMS will
administer the call centre operations and provide information about
incoming calls and the performance of the operators, thus
increasing call centre efficiency. The Avaya call centre solution and Siebel eCommunications 2000
CRM solution will be integrated as part of the customer care and
billing solutions, and both these solutions will run on HP Unix as
well as Windows NT with PC clients. About Avaya
Avaya, headquartered in Basking Ridge, N.J., is a leading global
provider of communications solutions and services that help
businesses, government agencies and other institutions excel in the
customer economy. Avaya offers Customer Relationship Management
Solutions, Unified Communication Solutions, Hosted Solutions,
MultiService Networking Infrastructure, and Converged Voice and
Data Networks " including the company's no-compromise
Enterprise-Class IP Solutions (ECLIPS) " all supported by Avaya
Services and Avaya Labs. Avaya is the worldwide leader in unified
messaging, messaging systems, call centers and structured cabling
systems. It is the U.S. leader in voice communications systems and
services. Avaya is an official sponsor for the 2002 FIFA World
Cup¢, the 2003 Women's World Cup and the 2006 FIFA World Cup¢
championships. For more information about Avaya, visit its Web site
at http://www.avaya.com. About Slovenské Telekomunikácie, a. s.
Slovenské Telekomunikácie, a. s. is the leader in the area of
telecommunications services provision in the Slovak Republic. It
provides national and international telephone services, a wide
portfolio of data services, ensures distribution and broadcasting
of radio and TV signal, and offers extensive range of value added
services. The shareholders of ST, a. s., are: Deutsche Telekom AG
(51%), the Ministry of Transport, Posts and Telecommunications
(34%), and the National Property Fund of the Slovak Republic (15%).
For more information about Slovenské Telekomunikácie, a. s., visit
http://www.telecom.sk. | 
