|
Tassie Call Centre Won't Gamble On IP For Call Recording |
|
|
|
Written by Adam Gosling
|
|
Tuesday, 22 August 2006 |
A new Contact Centre being built by Betfair in Hobart, will see another
hybrid phone system installed to take advantage of IP Telephony and traditional
phone system.
Call recording, required to fulfil legislative requirements,
may ultimately rely on an IP solution when Betfair links its Hobart
system back to London,
but for the moment a dual carrier system will provide redundant call switched circuit recording.
The contact centre is being put together by Betfair in
conjunction with Avaya partner, NSC Enterprise Solutions.
Betfair, a joint venture between Publishing and Broadcast Limited
and Betfair from the UK, secured
a licence to enter the Australian market and establish the country's first
betting exchange in Tasmania.
Unlike traditional bookies, a betting exchange allows
gamblers to set their own odds and bet against each other. The UK company
processes around five million transactions a day, or more than 300 bets a
second.
In addition to its online gambling system, Betfair has a
growing telephone betting operation and it is for this business that the 60
seat contact centre is being established in Hobart.
Based on a high availability Avaya S8700 Communications
Manager with Elite Call Management system and Intuity messaging the solution
will be a hybrid IP switched solutions with Contact Centre agents using CallMaster
digital handsets which connect to the Avaya Definity servers.
When dealing with financial transactions, legislation
demands all calls are recorded so Avaya's NICE recording solution will record the
60 agent seats with the ability for 15 reviewers to playback and monitor in real
time.
The NICE solution stores all incoming and outgoing calls and
transaction details in a comprehensive database, which provides quick retrieval
as and when required.
Due to the nature of Betfair's business, reliability of the
communications infrastructure is paramount. The company operates a dual carrier
model to protect against any downtime.
"Processing more than 300 bets a second means we have
unique requirements for infrastructure resilience and uptime. It was necessary
therefore to provide a redundant connection to our telephony system which was
achieved using transit from both Optus and Telstra," said Paul Moss,
Betfair Australia's
director of infrastructure. The company selected NSC because it was able to
meet its demanding timescales, he said.
As well as the main trunk-side recording solution a
redundant system is on stand-by mode connected to the second carrier in case of
network failure. So, if either the carrier trunks fail or the call logger
fails, all calls will still be recorded on the redundant call logging system.
www.betfair.com
www.nsc.net.au
www.avaya.com
Related news items Newer news items
Older news items
|
|
|
|
