Communications integration outfit NSC has just completed a $500,000 Avaya-based convergence, contact centre and messaging initiative at the Australian National Credit Union's (ANCU) Melbourne and Sydney call centres.
The deal is worth about $800,000 over three years and comes hot on the heels of NSC's New England Credit Union telephony contract, according to CEO Craig Neil.
NSC is also about to close a deal with a large government department that is worth ten times that of the ANCU contract, but Neil would not be drawn further on the details of the contract.
The ANCU asked NSC, with whom it had an existing relationship, to implement a telephony system that would allow its Sydney and Melbourne contact centres to operate on the same phone system, creating a more rapid mechanism for delegating, organising, scheduling and sharing workflow between the two centres.
NSC used Avaya's software, communications server and voicemail system in the credit union's Melbourne call centres and upgraded the existing Avaya infrastructure in the Sydney premises. The software incorporates advanced predictive routing that assesses customer needs and analyses call flow to match callers with appropriately skilled agents, according to Avaya.
The ANCU hopes the implementation will result in productivity gains and increased responsiveness to customers. It also expects to see improvement in internal and external office communications.
An important factor behind the Credit Union's decision to implement the new telephony system was to ensure the continued availability of customer support if one of the call centres' operations fails, said Avaya South Pacific general manager of enterprise solutions, Sunny Rao.
"Messaging capability has become crucial in the post-September 11 environment. Better, more cost-effective communications are needed to keep on top of intensifying security and privacy concerns around the world. The [Credit Union] wanted near-total redundancy - so that if one centre fell over the other could take up its role - an effective fall-back plan. So that's what we built."