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Victoria’s Office of Housing Deploys Nortel Networks Call Centre Solution

  • 22 September, 2003 12:07

<p>Investment aims to improve resolution of repair services for 72,000 properties and households</p>
<p>MELBOURNE, Australia – The Victorian Government’s Office of Housing, a division of the Department of Human Services, is implementing a call centre solution from Nortel Networks* to enhance resolution of maintenance and repair services for the 72,000 properties and households it owns and administers across the state.</p>
<p>The Office of Housing ( provides a comprehensive range of assistance to Victorians in need of housing or requiring support in situations of homelessness. With the capacity for up to 60 agents located at Moe, in the Gippsland region, and an IP (Internet Protocol) network link to another 5 agents at the Department of Human Services in Melbourne, the call centre operation is expected to process approximately 300,000 calls per year from public housing tenants requiring repairs. Repair work is then outsourced to selected Victoria contractors.</p>
<p>“Nortel Networks is always gratified to see its technology being used by government agencies to better serve the Australian public,” said Steve Wood, president, Nortel Networks Australia and New Zealand. “Our industry-leading contact centre solutions deliver substantial cost savings and enhanced productivity to the global business community, and these cost-efficiencies can significantly benefit government departments as well.”</p>
<p>Nortel Networks call centre solution for the Office of Housing includes the Nortel Networks Meridian* 1 Option 11C PBX, fully IP-enabled, scalable from 60 to 800 lines, and equipped with an Integrated Digital Voice Recording capability; Symposium* Call Center Server Release 4.2 for real-time data exchange and advanced call handling; Meridian M3904 multi-line digital phones; and Nortel Networks Optivity* Network Management System for diagnosing and identifying any issues before network services are impacted.</p>
<p>3D Networks (, a Platinum member of Nortel Networks nPower Channel Partner program and a member of Nortel Networks Global Customer Partner Initiative, designed, installed and will maintain the Nortel Networks call centre technology being deployed in the Office of Housing solution.</p>
<p>Nortel Networks is an industry leader and innovator focused on transforming how the world communicates and exchanges information. The Company is supplying its service provider and enterprise customers with communications technology and infrastructure to enable value-added IP data, voice and multimedia services spanning Wireless Networks, Wireline Networks, Enterprise Networks, and Optical Networks. As a global Company, Nortel Networks does business in more than 150 countries. More information about Nortel Networks can be found on the Web at</p>
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<p>*Nortel Networks, the Nortel Networks logo, the Globemark, Meridian, Symposium and Optivity are trademarks of Nortel Networks.</p>
<p>For more information:</p>
<p>Rachel Harris
Nortel Networks
02 8870 5625\</p>
<p>Hannah Watterson
Watterson Marketing Communications
02 9437 6122</p>

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