Avaya has announced that its Gold BusinessPartner Newtel Essence has recently completed the installation of a virtual Avaya IP communications network to the Dutch trade union, De Unie. The Avaya virtual IP solution supports all voice and data communications between De Unie‘s new headquarters ‘Unieplaza’ located in Culemborg and its eight regional offices across the Netherlands. An important requirement was a CTI connection to the trade union’s Siebel CRM solution. When a call is transferred internally, the customer’s information is also immediately sent to the union employee taking the inquiry.
“With Unieplaza, our new Siebel CRM system and the virtual Avaya IP communications network, De Unie is ready for the future. These capabilities enable De Unie to significantly improve customer service and to communicate more efficiently with members, says Paul van der Loos, director of operations at De Unie.
Despite the fact that De Unie operates from different locations, the new network can be centrally managed. It can accommodate De Unie‘s needs linked to an automatic call distribution (ACD). ACD functionality, including queue information, is important for membership administration and the travel agency run by De Unie.
In addition to the installation of the new Avaya S8700 Media Server, De Unie will also migrate its LAN environment, which will be based on Avaya Ethernet switches. The Avaya virtual IP communication network implemented at De Unie‘s headquarters and regional offices by Newtel Essence is based on Avaya Communication Manager IP telephony software. De Unie has deployed 328 Avaya 4620 IP phones.
Filipe Samora
2003-09-24
Em Foco – Empresa