1807 — Vonage customer service doubles call capacity and handling with Avaya IP telephony contact center solutions

Jun 22, 2005 | Conteúdos Em Ingles

Vonage announced its sales and service subsidiary, Vonage America, has chosen Avaya’s SIP-based telephony and contact center solutions to quickly expand its call center capacity and productivity.

According to the release note, Vonage turned to Avaya to expand its customer service capabilities and greatly increase the number of callers the company handles daily.

‘Our vision is to provide world-class customer service,’ said Dan Bemis, senior vice president of Customer Operations of Vonage America Inc. ‘To do that, we needed to make a number of changes – starting with an intelligent communications solution that would help us maximize the customer experience .’

Building from the company’s existing call center, Vonage and Avaya Global Services collaborated on a design that would expand capacity and enable it to serve as the core platform for its worldwide customer service operations. Essential elements of the technology strategy included a SIP-based platform that could tightly integrate with Vonage’s own SIP-based, IP phone service and existing network. SIP is an emerging protocol that enables seamless interoperability among various media, including audio, video, instant messaging and presence. Vonage also needed a stable, highly reliable and available business communications platform to perform well during peak call times. The Avaya solution offers Vonage the flexibility to scale to global proportions and to seamlessly hand off calls to other centers when volumes hit critical mass.

‘We see a dynamically scalable customer care organization that enables us to leverage resources from any location, whenever and wherever they’re most needed,’ said Bemis. ‘With Avaya’s real-time, right-time communications approach, we will be able to ‘think globally and act locally’ from a customer service perspective .’

Based on Avaya Customer Interaction Suite and powered by Avaya Communication Manager IP Telephony software, the main contact center will serve as a hub for other customer care centers as they open around the world. The integration of SIP into Avaya solutions heightens interoperability with other Vonage applications and networks. Additionally, new SIP-based capabilities in Avaya’s Customer Interaction Suite can enable Vonage agents to establish buddy lists of fellow agents or experts located anywhere in the business who could be quickly tapped through presence and instant messaging while a customer is on the line.

‘It was important to us that Avaya’s portfolio of business communications applications supported standards like SIP – the technology core of Vonage’s service offering – that will easily integrate with other business applications and which create value on top of the network,’ said Bemis .


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