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Queensland's Suncorp Selects Avaya System |
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Written by Adam Gosling
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Friday, 27 July 2007 |
In a competitive four-way pitch, Avaya has won a contract to provide a
leading Queensland-based insurance company with 8000-seat IP Telephony
solution that will ultimately reach into six corporate sites, six
contact centres and over 200 regional offices and branches across the
country.
Suncorp's insurance interests, which include brands such as GIO, AAMI,
APIA and Vero, will benefit form a new communications infrastructure in
new buildings such as the Group's new greenfield site known as Brisbane
Square. Based on the success of this implementation, Suncorp will
complete an enterprise-wide Avaya IPT roll-out with the head office and
contact centre program expected to be finished in around eight months.
The impetus for the project started when Suncorp commenced a five-year
network strategy plan with the goal of standardising its infrastructure
platforms, rationalising an IP core and ultimately converging its voice
and data networks. By the end of the roll-out, over half
of the organisation's staff will be using the new Avaya system.
Paul Cameron, Executive General Manager, IT Infrastructure Services,
Suncorp said that introducing the new IPT infrastructure Suncorp will
have "one information highway and it won't matter what device or
protocol travels along it - for instance, mobility is vital to our
organisation with staff moving between buildings and travelling
interstate, now employees can hotdesk from any location using their own
phone number and associated applications and we can continue to cut
costs and enhance capabilities.
"Collaborating with Avaya to fully
IP-enable our voice platforms is the first step towards unifying
communications for Suncorp employees - adding email, fax, voicemail,
video, instant messaging, presence, mobile access, directory
integration, audio."
"We envisage a productive partnership with Avaya as leaders in
the IPT and contact centre spaces and see them as the voice enabler of
Suncorp's Unified Communications vision," he said.
Suncorp will shortly deploy Microsoft Office 2007 and a number of
collaborative tools, including video, instant messaging and integrated
voice - a project on which Suncorp is also working closely with Microsoft.
The plans to deploy VoIP into six of the company's contact centres hope
to improve workforce management, reporting capabilities, increasing
visibility across the business and demonstrating a proven ROI.
"Suncorp insures the financial wellbeing of millions of Australian
households - just imagine the flexibility introduced by leveraging a
converged IPT infrastructure in the event of a wide-scale natural
disaster," said Cameron. "Leveraging the new IPT infrastructure, we can
now immediately ramp up our customer support services to handle inbound
insurance claims by utilising IP-enabled Avaya handsets on any desk, in
any location across a virtual environment to create the most agile,
responsive customer service team available."
Carlton Taya, managing director, Avaya South Pacific said Suncorp has
laid a solid foundation by accessing the full Avaya solution set -
infrastructure, applications, appliances and services.
"The rise of IP telephony has provided more than voice connectivity at
reduced costs. IP telephony is the foundation for Suncorp to now
proliferate on voice-embedded business applications - Intelligent
Communications - to transform its operation in areas such as mobility,
customer service, productivity and collaboration. Suncorp has taken a
visionary approach to its comms infrastructure and Avaya is pleased to
be the chosen partner, with our proven track record in the Australian
financial services sector, to help take them on this strategic journey."
The Avaya IPT roll-out commenced in early 2007 with plans to
progressively upgrade regional offices and branches according to an
asset lifecycle management plan.
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