For Immediate Release: 04-Sep-2002
Sydney, AustraliaAvaya Inc. (NYSE:AV), a leading global provider of
communications networks for businesses today announced that
Australian National Credit Union has selected Gold Partner NSC to
implement a $A500,000 Avaya-based convergence, contact centre and
messaging initiative at Australian National Credit Union's
Melbourne and Sydney call centres. For Australian National Credit Union, the implementation
represents a move towards multimedia convergence increasing
productivity and responsiveness to customers while improving intra-
and inter-office communications. Substantial efficiencies including cost savings are expected
to accrue from having both contact centres on the same phone
system. Telephone calls will be better shared between Sydney and
Melbourne, providing more consistent service levels. Planning,
measuring and monitoring of workloads and thus scheduling of
staff will also be easier. Calls from anywhere in Australia can
be answered by the next available operator. The new Avaya system is easy-to-use, Windows-based and easily
upgradeable a performance feature crucial in the rapidly changing
world of business telephony. A simple INTUITY AUDIX® voicemail
system allows Australian National Credit Union staff to remotely
access voicemail. Jane Tarran, account executive for Avaya Gold Business Partner
NSC, said NSC provided support from the initial discussion stage
right through to post-installation service and maintenance. "We networked the two DEFINITY® PABXs together via Internet
Protocol [IP] with 8K compression over a 4Mb frame relay, getting
calls coming into both call centres, then splitting them off. The
30 IP trunks between sites is a lot and not too many sites have
virtual routing and Look Ahead Interflow technologies getting two
sites operating as one, maximising agent utilisation," she
said. The credit union is adopting Avaya MultiVantage Software on an
Avaya DEFINITY communications server and INTUITY AUDIX Voice Mail
System in Melbourne. Upgrades to the existing Avaya DEFINITY
communications server, CentreVu® Call Management System and INTUITY
AUDIX voicemail were implemented in Sydney, including Avaya Best
Service Routing and Look Ahead Interflow. Sydney's contact centre software incorporates advanced
predictive routing that assesses customer needs and analyses call
flow to match callers with appropriately skilled agents. George Sotiros, National Contact Centre Manager, Australian
National Credit Union, said he was "very pleased" with the results
of the NSC implementation. "It was actually meeting my expectations from day one. From the
moment we ⬜opened the doors', the calls were flowing effectively
through both contact centres. A member could call us from anywhere
in Australia and have his or her call answered by the next
available operator. And that whole process was very transparent to
members." Mr Sotiros said Australian National Credit Union had recognised
Avaya as best in class for contact centre solutions, due to its
quality virtual routing, consistent telephony platform and better
customer experience. Sunny Rao, General Manager, Enterprise Solutions, Avaya South
Pacific, said Avaya's offering had been the clear winner in terms
of cost-effectiveness and usability. "Messaging capability has become crucial in the post-September
11 environment. Better, more cost-effective communications are
needed to keep on top of intensifying security and privacy concerns
around the world. The customer wanted near-total redundancy so
that if one centre fell over the other could take up its role an
effective fall-back plan. So that's what we built," Mr Rao
said. About Avaya
Avaya Inc. designs, builds and manages communications networks for
more than one million businesses around the world, including 90
percent of the Fortune 500®. A world leader in secure and reliable
Internet Protocol (IP) telephony systems, communications software
applications and services, Avaya is driving the convergence of
voice and data applications across IT networks enabling businesses
large and small to leverage existing and new networks to enhance
value, improve productivity and gain competitive advantage. For
more information visit the Avaya Web site: http://www.avaya.com About NSC
NSC has specialised in communications technologies for more than
12 years. The company offers business services, applications and
solutions for contact centres, voice, data, CTI and CRM. One of
Australia's largest and most in-demand communications technologies
suppliers, NSC is a wholly Australian-owned enterprise. NSC
provides support to clients 24 hours a day across the nation.
In-house strategic business and technical consultants provide
on-site evaluations of needs and work with clients to ensure a
smooth, non-disruptive integration of communications technologies
to support and enhance B2B customer care strategies. NSC is proud
to include companies such as Lion Nathan, Allianz, 3M, Ford Credit,
Avis, United Airlines, Kimberly Clark, and McCann Erickson
Advertising amongst our client base. | 
