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Busy Call Centre Cut Over With 4 Minute Downtime |
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Written by Adam Gosling
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Wednesday, 21 June 2006 |
Sydney's
Premier Cabs' call centre takes more than 3.6 million bookings a year for its
1000 taxis, MaxiCabs, and Prestige Service taxis. When it moved its aging PABX
and call centre infrastructure across to a spanking new Avaya system, the
phones were cut off for only 4 minutes.
Orchestrated by Avaya reseller partner NSC, the Granville
headquartered Cab company says the decision to replace its old PABX system was
taken late last year. "Our existing system was coming to the end of its life
and Avaya offered an attractive upgrade solution that would enable us to take
advantage of the new IP Telephony platform," said Paul Kelly Communications
Manager, Premier Cabs.
It's not the first time Avaya partner NSC has tackled a cab
company. It managed the roll-over of both Swan Taxis in Perth
and Silver Top Taxis in Melbourne.
NSC provided a technical services manager and a customer
services consultant on-site during the cut-over to the new IP Telephony infrastructure,
which also included an IP-based Call Recording facility.
The IP connected Call Recording solution from Verint, combined
with the Avaya IP telephony system will allow Premier Cabs to monitor all calls
and implement appropriate agent training to ensure best practice customer
service.
The new IP Telephony solution comprises an Avaya S8710 IP
Multi-Connect System running Communication Manager 3.0.1 with dual S8710 Media
servers supplying a high level of reliability and uptime for the business, two
G650 Media Gateways and Intuity Audix Voice Mail for up to 100 users. Two UPS
units provide full redundancy in case of power outages.
Laying the platform to upgrade its existing Computer
Telephony Integration (CTI) capabilities in the future is the Avaya Application
Enablement Services (AES) Server which currently links to the Verint Call
Recording Solution.
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