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Integ wins $1m contract to replace Tower's communications network

  • 04 February, 2004 10:58

<p>Integ Communication Solutions (Integ), a leading Australian integrator of voice and data and business communication solutions, has been chosen by financial services provider TOWER Australia (TOWER) to complete a AU$1 million contract to replace its entire Australian voice communications network.</p>
<p>The Integ solution, which comprises a company-wide IP voice system, unified messaging and automated contact centre software, provides 100% ROI in just 14 months.</p>
<p>Following a number of acquisitions, TOWER Australia, a leading provider of risk, superannuation and retirement solutions, recognised a need to implement a uniform approach to its communications that would reduce costs while ensuring it continued to service its individual brands. TOWER decided to upgrade to a sophisticated communications network with lower running costs but highly differentiated customer service benefits. Following a stringent selection process, Integ was selected.</p>
<p>In the competitive financial services market, customer service is a key differentiator. The Integ solution will allow TOWER to reduce customer wait time and provide increased information on the caller history, as well as enhancing communications between internal business groups. As a mission critical part of TOWER¡¦s business, the company couldn¡¦t afford any downtime during implementation of its new network.</p>
<p>David Callander, General Manager, Operations, TOWER Australia Ltd, comments: "It was important that TOWER be able to operate at full capacity and deliver to client expectations throughout the switchover process. This was achieved relatively seamlessly and to the general satisfaction of all. In this instance, all parties appeared to understand the needs and abilities of the other¡¨.</p>
<p>According to Integ¡¦s CEO, Ian Poole, ¡§It has been an invigorating experience being involved with an organisation who really knew what they wanted to achieve and recognised the needs of the discrete nature of each of its separate business groups. It has been this comprehensive business understanding that has allowed us to design the right solution, to deliver it and educate the separate groups on how to use the technology to best advantage.¡¨</p>
<p>A project to map the management software to internal processes is running concurrently with the Contact Centre implementation. Once complete there is scope to integrate the two for further efficiencies and to provide the consolidated view of TOWER customers.</p>
<p>Notes to the editor:
The following products and services were used to deliver TOWER¡¦s voice communications solution:
„X Solution design - Integ
„X Project deployment and integration ¡V Integ
„X Training for all staff, contact centre agents and system administrators ¡V Integ
„X Assistance with change management program
„X Ongoing business and technology support - Integ
„X Alcatel OmniPCX Enterprise, an IPPBX
„X Alcatel OmniTouch Contact Centre, including a complex distribution strategy using Skills Based Routing
„X M5 Voicemail - transitioning over time to M5 unified messaging
„X Nice CEM Solution (Customer Experience Management) including Call Recording, Screen Capture and Quality Assurance modules
„X QMC Agent Soft Wallboards</p>
<p>Further information please contact:
Jesse James or Carolyn Owen
Ph: 02 9241 3131
Email: or</p>
<p>About Integ Communication Solutions
Integ Communication Solutions is a leading Australian integrator of voice, data and IP communication solutions to government and business. The company employs 99 people in five offices across Australia.</p>
<p>With four distinct lines of business; voice, data networking, cabling and applications, Integ offers a skilful edge in designing, integrating and supporting communication networks, structured cabling, data networks and wireless, high speed Internet access, contact centres, mobility, messaging solutions and CRM solutions.</p>
<p>Integ is a business unit of UXC Limited, one of Australia¡¦s ASX Top 300.</p>
<p>About Tower Australia
TOWER Australia Limited (TOWER) is an innovative and competitive provider of risk, superannuation and retirement solutions to the Australian market.</p>
<p>It is part of the TOWER Group, a diverse financial services organisation which operates throughout the South Pacific region. The parent company, TOWER Limited, listed on the Australian and New Zealand stock exchanges in 1999.</p>
<p>The TOWER Group has evolved over the past thirteen years by organic growth and the acquisition in Australia of Adriatic Life Limited (1990), Friends Provident Life Assurance Company Limited (1993), the Deferred Annuity and Bond business of Advance Life Insurance Limited (1997), FAI Life Insurance Society Limited (1999) and Bridges Financial Services Group Pty Ltd (2000).</p>
<p>TOWER's aim is to deliver information and products to its adviser networks which helps customers make the decisions which are right for them. We aspire to provide advisers with specialist information, products and services which are consistently acknowledged for their quality and customer relevance.</p>

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