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Five-year contract to see Defence transition 14 contact centres to Avaya, enable personalised customer experiences through expanded intelligence, automation and analytics
Sydney, Australia – August 21, 2018 – Protecting the national interest gets a boost from omnichannel communications, as Avaya Holdings Corp. (NYSE:AVYA) today announced it has been selected as the contact centre technology and services provider by the Australian Department of Defence.
The five-year contract will see Defence migrate and consolidate its 14 contact centres – comprising more than 650 personnel and servicing over 40 lines of business – exclusively to the Avaya omnichannel platform.
The new solution will enable Defence’s contact centres to be fully unified with all communications channels and associated applications. This omnichannel environment will allow Defence to expand its automation and analytics capabilities, subsequently providing a more efficient and personalised experience for the peoplewho interact with any of the contact centres.
When the project is complete, contact centre agents within each operational arm of Defence will have visibility into combined data sets, allowing them to deliver personalised interactions ranging from simple tickets for desktop support to more sophisticated issues related to Defence business lines.
In addition, operators will be able to resolve issues at first point of contact which is a significant improvement to current Defence capability. By creating integrated contact centres within the Avaya environment, Avaya will offer the foundation for omnichannel interactions allowing operators to tailor their responses to meet individual needs.
Avaya is also increasing accessibility for all personnel who engage with the contact centres. For example, the new capability will cater for callers who may have hearing impairments, giving them a specialised service that optimises their experiences.
Peter Chidiac, Managing Director Australia and New Zealand, Avaya, said, “The migration to a centralised environment for each of its contact centres creates the opportunity for Defence to get closer to its ‘customers’ – whether they are employees across its various departments or external parties – than ever before. Once the transition is complete, Defence will be able to combine automation and analytics to provide personalised experiences to all stakeholders.”
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, the delivery of a cloud platform, the availability of features such as agent quality software applications and Intelligent Wire services, and the Company’s move to Big Data, Machine Learning and AI. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.
Source: Avaya Newsroom
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Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.