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The Department of Veteran's Affairs Australia wanted to ensure that its customer service is aligned to current expectations and trends. When its existing technology contract was due to expire, the department took the opportunity to seek a business communications system that could take advantage of new applications in a converged environment. Converging voice and data using Avaya's IP telephony system enabled DVA to increase productivity and offer consistent customer service across all customer contact sites. At the same time the new IP telephony infrastructure allows DVA to simplify network management, measure call statistics with more visibility, cut down call management, achieve a high standard of customer interaction and reduce costs significantly.
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