Avaya lands key 5-yr contact centre deal with Australian Department of Defence

Avaya has been selected as the Australian Department of Defence’s contact centre technology and services provider, with the firm winning an exclusive five-year contract  to help Defence migrate and consolidate its 14 contact centres to Avaya’s omnichannel platform.

“The migration to a centralised environment for each of its contact centres creates the opportunity for Defence to get closer to its ‘customers’ – whether they are employees across its various departments or external parties – than ever before,” said Avaya ANZ MD Peter Chidiac.

ooo“Once the transition is complete, Defence will be able to combine automation and analytics to provide personalised experiences to all stakeholders.”

Avaya said Defence’s contact centres comprised about 650 personnel, servicing some 40 lines of business. “The new solution will enable Defence’s contact centres to be fully unified with all communications channels and associated applications. This will help Defence expand its automation and analytics capabilities,” it added.

It also said that once complete, the agreement will allow contact centre agents within each operational arm of Defence to have visibility into combined data sets, allowing them to deliver personalised interactions ranging from simple tickets for desktop support to more sophisticated issues related to Defence business lines.

In addition, operators will be able to resolve issues at first point of contact.capability. By creating integrated contact centres within its own environment, Avaya will deliver the foundation for omnichannel interactions allowing operators to tailor their responses to meet individual needs.

[the_ad_placement id=”below-content”] Avaya is also stepping up accessibility for all personnel who engage with the contact centres. For example, the new capability will cater for callers who may have hearing impairments, giving them a specialised service that optimises their experiences.

THE KIWI ROUNDUP: THE WEEK’S TELCO HAPPENINGS IN NZ

Soaring broadband consumption, a Vodafone sale, Spark’s Cisco deal and Vocus shuts down an automated phone scam… We take a look at some of this week’s key news in the New Zealand market.

Vocus shuts down automated phone scam

A phone scam, where callers received an automated message claiming to be from police and threatening the recipient with arrest if they don’t pay money to Inland Revenue was shut down by Vocus Group, according to New Zealand Police.

More than 2,400 calls were made to New Zealand phones before Vocus detected the campaign and was able to stop it, police said. Police received numerous complaints about the scam.

Vocus Group CTO Adrian Dick said the telecommunications company uses sophisticated scam monitoring tools, and was able to block the number being used for the scam calls and then alert other telcos and the Police High Tech Crime Group.

Detective Sergeant Damain Rapira-Davies warned that people need to look after their personal details in the same way they would a wallet or personal possessions.

Kiwi broadband demand sees usage double in two years – 680GB/month forecast for 2020

Broadband use in New Zealand has soared from an average of 101GB per household in April 2016 to a whopping 204GB in April 2018, according to new figures from Chorus.

Chorus is forecasting average monthly data per household of 680GB come 2020.

Kurt Rodgers, Chorus network strategy manager, said in 2011 the average use in households was just 13GB.

“In the space of a few years, the demand has gone through the roof,” he said. “And there’s no sign of the demand slowing. Our view is that ever-increasing data demands and the evolution of new data-hungry devices and applications, such as 4K televisions and virtual reality, will only continue to fuel the demand for bandwidth.

April’s figures cover the Commonwealth Games, which were streamed by national broadcaster TVNZ, and school holiday period.

Vodafone ups rural broadband push

Vodafone has snapped up telecommunications service provider Team Talk’s remaining 30% stake in rural broadband provider Farmside.

Vodafone New Zealand acquired 70% of Farmside in June 2017 for $10 million in cash in a deal that included options to enable Team Talk to sell its remaining stake to Vodafone for $3 million cash at any time over the following three years.

Vodafone New Zealand chief executive Russell Stanners said the deal deepens the telco’s commitment to rural communities.

“With Farmside now firmly part of the Vodafone whānau [family], we can continue to deliver better outcomes for these communities and increase our presence in the rural broadband market,” Stanners said.

No immediate major changes are expected in the operation of Farmside, which will continue to be based in Timaru providing all its current services.

The change of ownership takes effect at midnight May 31, 2018.

Spark NZ adds to UC offerings

Spark New Zealand is adding BroadSoft’s cloud-based unified communications offerings to its lineup.

The new deal will see Spark offering a suite of UC services, including instant message and presence, hosted voice, mobile client support, a full-featured soft client for computing devices, desktop and file sharing, virtual meeting rooms and voice and video conferencing, based on BroadSoft’s UC-One application.

Broadsoft is now part of Cisco. The new service, which will hit the market ‘in the first half of this year’, will be branded Spark Cloud Phone.

Sally Gordon, Spark head of business marketing, said business customers have been asking for a feature-rich calling solution to help improve collaboration, and which can easily scale as business needs change.

8×8, CSG mark 100th ANZ customer milestone

US cloud communications and customer engagement firm 8×8 has announced that CSG, a major channel partner in Australia and New Zealand, has signed its 100th 8×8 customer in the region.

8×8 offers a unified platform for cloud communications, collaboration tools, video conferencing, and contact centre services to improve business productivity, efficiency and customer experience.

CSG, a primary technology-as-a-subscription provider, has been an 8×8 ANZ partner for two years. During this time, it has signed contracts to deliver and implement 8×8 Virtual Office and Virtual Contact Centre offerings for a range of SME, enterprise and government customers across various vertical market segments.

“We have a menu-driven configuration process which allows customers to select the specific features and capacities that they need,” said 8×8 APAC VP Brendan Maree.

“The result is a very robust cloud communications delivery and implementation offering, which is attractive to resellers who have the opportunity to upsell new features as they come on tap,” said Maree. “In less than three weeks, CSG delivered the 8×8 fully integrated cloud communications system to Oaks Hotels and Resorts, one of Australia’s largest apartment style accommodation providers.”

“This has driven call quality excellence and provided seamless integration with the company’s existing CRM system facilitating an overall personalised and relevant customer experience,” said Maree.

 

Avaya wins major UC contract with Shanghai’s Yanfeng Automotive Interiors

Avaya has won a major contract with Shanghai-based Yanfeng Automotive Interiors, under which the latter has connected its global locations and workforce with an Avaya Cloud network.

The company, which manufactures interiors for a raft of high-profile automotive brands, is offering thousands of employees in 110 locations access to Avaya’s cloud-delivered unified comms and collaboration suite. In addition, Avaya is providing managed services for YFAI’s global communications operation.