Telephony integrator, NSC, has scored a $500,000 deal with office equipment supplier, Danka, to provide an IP telephony and contact centre package for its six offices nationally.
NSC managing director, Craig Neil, said it had won the contract from incumbent vendor, Nortel Networks. The integrator would provide 370 digital IP handsets as well as an Avaya IP telephony platform, call centre software and increased WAN bandwidth.
"Danka had disparate equipment in various sites, with systems that were 12-18 years old," he said. "They went to market to look for a whole of operations telephony and contact centre solution."
Key requirements for the Danka deal included contact centre functionality, delivering IP telephony, rolling out the technology and supporting the company nationally, Neil said.
The conditions were listed to overcome a range of problems with its aging telephony infrastructure, such as bottlenecks in state offices, misdirection of calls, high call costs and long call queues.
NSC had also replaced the company's six state servers with two centralised servers, allowing for more flexibility in functionality across various regional sites, Neil said. While the deal was not significant in terms of revenue, the Danka system was as technically advanced as any deployed by NSC, he said. The equipment would be rolled out over the next two months.
Neil said Danka would save about 30 per cent on communications expenses by having calls moved between offices free of charge. It had also improved its customer service by 50 per cent, he said. NSC was also working on an outbound call system for Danka to manage inquiries relating to customer renewals.