NSC Group has installed a voice over IP (VoIP) network for business consultancy MYOB linking its Sydney and Melbourne offices with branches in New Zealand, Malaysia and Hong Kong.
The specialist communications integrator replaced MYOB's traditional multiplex phone system with a VoIP solution from Avaya which can now reroute calls dependant on the time and traffic at each office.
NSC's managing director, David Paddon, said the system would expand further, shortly reaching MYOB offices in the US and Europe.
"This is one of the bigger IP telephony deals we've done," he said. "The project has been running for 18 months and will continue for some time yet."
NSC installed a media server from Avaya at the MYOB's Melbourne head office, where administration staff can control seasonal peaks of customer inquiries by automatically routing calls to staff in alternative offices.
An Avaya interactive voice response (IVR) system provides automatic call-allocation by identifying callers' queries and current service subscription from MYOB's customer database.
Companies were not specifically choosing VoIP technology, but beginning to address communications based on productivity and cosy, Paddon said.
"Nobody knocks on our door and asks for voice over IP," he said. "But the flexibility of the technology coupled with ease of administration, application development and support makes it the technology of choice.
"Our research shows that 70 per cent of organisations will have IP-based telephony in the next two years," he said.
NSC's report, undertaken by ACA Research, surveyed 101 call centre managers and IT personnel in August.
Results revealed how 31 per cent of organisations hadn't upgraded a standard telephone system in the last four years, while 37 per cent were evaluating VoIP.