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Overview:

With the evolution of call centres to contact centres and new service level requirements to support multimedia contacts - phone, fax, email etc - along with multiple customers introducing different service levels associated with each media contact, EDS ANZ (Australia and New Zealand) knew it needed to upgrade its system to support these latest customer trends. EDS ANZ recognised there were benefits to be gained by installing Avaya Interaction Centre technology including the Avaya Multimedia Contact Centre Solution. The deployment aimed to increase the dynamics of EDS resources, significantly reduce transaction times, handle multichannel contacts seamlessly and enable the company to meet stringent Service Level Agreements and ultimately pass cost savings on to its own customers.

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Format:PDF
Date:May 2007

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