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Avaya Provides New Call Center to Tallahassee Community College

05 Dec 2000

Avaya (NYSE:AV) today announced it has provided a new call center to Tallahassee Community College (TCC) to help the school handle the increased telephone traffic resulting from a 10 percent increase in enrollment. Students are now experiencing half the wait and fewer busy signals when they call the school. TCC is using Avaya's CentreVu® Customer Care solution to boost responsiveness to student requests in Enrollment Services and Financial Aid, despite a 13 percent increase in calls.

Fall registration was the system's first big test. During this peak calling time, call volumes can surge to 18,000 per month. Statistics show that the customer care solution cut the time it takes to connect with a school representative in half.

"We are receiving more calls than ever before so it's important that we adopt new technologies to provide our students the quality service they expect," said Ed Wilson, TCC's communications manager. "Our Avaya call center cut wait times in half so we can help more students, faster."

Students get quicker access to information through a routing feature that sends calls directly to the person best suited to answer their questions. This feature enables faculty members to become "on call" agents who can help students with registration questions right from the phones in their offices, rather than from across campus in a temporary phone bank that used to be set up during registration time.

The call center is part of a broader campus-wide improvement launched in Aug. 2000. TCC worked with Avaya to build a communications network that ties together 30 buildings on the college's 190-acre campus and its Law Enforcement Academy in Quincy, Fla. The network allows faculty and staff to share voice, data and video information more easily and cost-effectively.

Powering TCC's network is Avaya's DEFINITY® Enterprise Communications Server, which directs communications traffic and serves as a platform for advanced communications applications like the newly installed call center. Because the DEFINITY enables TCC to transmit a combination of voice, data and video throughout its network, the college can share Internet messages and video distance learning courses among its 30 buildings.

Avaya, formerly the Enterprise Networks Group of Lucent Technologies, headquartered in Basking Ridge, N.J., USA, is a leading provider of communications systems for enterprises, including businesses, government agencies and other organizations. Avaya offers voice, converged voice and data, customer relationship management, messaging, multi-service networking and structured cabling products and services. Avaya is a worldwide leader in sales of messaging and structured cabling systems and a U.S. leader in sales of enterprise voice communications and call center systems. Avaya intends to use its leadership positions in enterprise communications systems and software, its broad portfolio of products and services, and strategic alliances with other technology and consulting services leaders to offer its customers comprehensive eBusiness solutions. For more information about Avaya, visit its Web site at http://www.avaya.com.

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