New Zealand Racing Board Selects Avaya to Deliver Consistent Customer Experience Across Multiple Communication Channels
14 Nov 2011
Company can handle much larger volumes of calls and multimedia communications with customers – all on a single, integrated platform
System efficiently allocates agent resources among three contact centre sites
Avaya Aura® Contact Centre opens door for more innovative customer services
Auckland – New Zealand Racing Board (NZRB) has turned the key on a customer contact solution from Avaya that meets the significant increases in customer contacts across a range of channels such as online, phone and SMS now and in the future.
With changes in the betting landscape in New Zealand increasing the uptake of smart phones and Internet based betting services, the NZRB needed a solution that was able to provide multi-channel communications to customers – allowing those customers to choose the method of communication most suitable to them.
The implementation of the Avaya Aura Contact Centre solution has allowed NZRB to successfully handle much larger volumes of calls and multimedia communications with customers – all on a single, integrated platform. The solution delivers superior and cost effective performance by maximising routing and resource selection, ensuring communications are passed instantly to the most appropriate available agent. This in turn makes better use of agent time, ensures the best resources are used to address the activity or enquiry, improving overall productivity, response times and the cost effectiveness of the contact centre. NZRB can also seamlessly split the volume of communications across three locations in Auckland, Wellington and Christchurch.
"The betting landscape tends to be quite cyclical and volumes increase and decrease depending on what events are being run at that particular time. We required a solution that was able to handle the rapid spikes in traffic - both phone based and online - with ease," said John Mitchell, Communications Manager, NZRB.
"By working with Avaya, we have been able to create a contact centre solution that delivers an integrated, efficient, and highly personalised customer contact experience that assists us with building customer loyalty, which is paramount to the continued success of our business," said Mitchell. "We are able to contact our customers proactively about special promotions and offers and have them complete the transaction almost immediately on their smartphone. This opens up several exciting opportunities for our business," said Mitchell.
"Working with New Zealand's sole provider of sports betting has enabled Avaya to provide a scalable contact centre solution to support 1000 employees and deliver a broader betting platform to numerous customers. We are focused on providing solutions that meet the evolving needs of contact centre users. Rapid changes in device and application usage mean forward-thinking customers like NZRB must constantly innovate to deliver the service those customers demand," said Rob Wells Avaya Managing Director, Australia & New Zealand.
Tags: Avaya AuraTM Contact Center, multimedia, context, customer service
About NZRB: The NZ Racing Board's role is to promote the racing industry and maximise the proceeds of wagering for the benefit of the racing industry. The racing industry is principally comprised of the racing and breeding operations of Thoroughbred, Harness and Greyhound racing. The New Zealand Racing Board owns and operates the TAB wagering service on all racing and sport in New Zealand.
About Avaya: Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
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