Avaya integrator, GlobalConnect, has won a competitive tender to deploy an IP telephony contact centre solution for Melbourne online services promoter, Service Central.
GlobalConnect managing director, Pushkar Taneja, said it would roll out an Avaya Contact Center Express and Avaya Communication Manager IP telephony solution, with 100 agent licenses, under the deal. The dollar value of the contract was confidential.
The technology will be deployed at the organisation's new contact centre in Coburg, Victoria.
Service Central was bringing contact centre services back in-house and expanding into Queensland and New South Wales, Taneja said.
"Their plan for the next 12 months is to scale up to 150 licenses," he said. "They are looking to expand to other parts of Australia, but at the rate of expansion they're seeing, I wouldn't be surprised if they achieved that 150 licenses in the next six months."
Avaya Contact Center Express is a multi-channel contact centre solution for unified communications, including inbound and outbound customer messaging via phone, Web, email, fax and SMS. The Avaya unified communications solution lets managers and sales teams bridge calls between their desktop PCs, landlines and mobiles or perform point-to-point videoconferencing via laptop.
GlobalConnect is the Sydney-based subsidiary of long-time Avaya partner, India's Avaya GlobalConnect (formerly Tata Telecom).
Service Central is a six-year-old service that advertises tradespeople and other businesses to consumers. Consumers get the service free and can post requests for a particular service on the organisation's Jobs section. Job requests are 'narrow-cast' to businesses that do that exact type of work, and interested parties compete for the job. Service Central collects, monitors and displays job-specific feedback on each provider, the statement said.
Service Central chief operations officer, Ben van Parreren, said the Avaya solution had "business smarts" and a range of applications that should prove scaleable in the years ahead.
"The Avaya deployment is consistent with our strategy to embrace quality and empower customers," he said.