InnerVision Engineering Digitalises the Parking Experience with Avaya Cloud Office

InnerVision Engineering is an Australian-based engineering firm that develops solutions to eliminate common frictions and frustrations faced by drivers around the world. As part of this commitment, the organisation created the ticketless and cashless Beyond Park application.

Developed in Melbourne, Beyond Park was devised to eliminate the myriad of headaches drivers commonly experience when visiting car parks in shopping centres, airports, universities and other venues. These frustrations include the excessive time spent looking for a car park, which, for people in Sydney, totals an average of three months per lifetime, as well as the hefty fines often incurred when paper tickets are misplaced.

The mobile app changes how drivers enter and exit car parks and provides consumers with instant access to information for every car park in supported locations, such as the available parking bays and information regarding ticket costs. This includes venues that may not be partnered with Beyond Park.

To add a level of personalisation and convenience to its offering, InnerVision recognised the need to add help desk services to assist drivers using exit terminals and pay-on-foot facilities where Beyond Park is installed. They wanted this service to be efficient, giving drivers instant access to agents trained to resolve any issues that may arise during their journeys.

InnerVision also wanted to grant the commercial venues that deploy Beyond Park access to on-site software and hardware plus web portal and help desk services, providing an all-in-one parking solution that attracts new visitors and keeps them coming back.

Uninterrupted Journeys with Streamlined Support

The organisation selected the Avaya Cloud Office communications platform to provide this service. The secure, cloud-based software allows drivers who need assistance when paying or parking to use any intercom to instantly connect with the Beyond Park help desk, managed by InnerVision’s internal contact centre team on behalf of its commercial customers.

Commenting on the work with Avaya, Founder and Managing Director of InnerVision Engineering Darren Casha commented: “The app [Beyond Park] offers users all the information they need to ensure a stress-free parking and paying experience, while car park operators gain the opportunity to provide a stress-free and personalised experience to visitors. Avaya’s contact centre software is the crucial final piece to complete the Beyond Park experience by giving drivers instant access to an agent trained to resolve any unexpected hiccups that might emerge as they head home.”

Lower Technology Maintenance Costs

In addition to providing a stress-free experience for drivers, the integration of Avaya Cloud Office is projected to reduce operators’ technology hardware and maintenance costs by up to 70 per cent. This is due to Avaya Cloud Office, hosted in Microsoft Azure, replacing the analogue, on-site hardware and telephony still found at most boom gates and pay stations.

Staff Remain Connected During Lockdowns

As part of its own digital transformation, InnerVision is also using Avaya Cloud Office’s comprehensive collaboration and workflow management capabilities to power hybrid and flexible work for employees. No longer limited by traditional phone lines, staff can call, message, file-share and more within one environment, which has streamlined team communications and bolstered productivity throughout multiple lockdowns.

In the End

Avaya Cloud Office is a scalable platform with the ability to support the growth of InnerVision’s contact centre as Beyond Park expands across Australia and abroad. InnerVision will also use the platform to introduce new digital channels, such as in-app chat and video features, for users, supplementing existing calling features.