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The New Zealand Automobile Association (NZAA) needed to implement a new communications platform after Avaya ended support for its existing ageing system. Newer Avaya technologies gave the NZAA an opportunity to manage its call centre workforce more efficiently by automating routine enquiries and enabling staff to be contacted and deployed more easily. The NZAA implemented a communications platform based on the Avaya S8700 Media Server, with Avaya G650, G700, G350 and G250 Media Gateways servicing endpoints across the environment. An Avaya Call Management System and Avaya IR 2.0 interactive voice response system hosting applications management were also deployed. Additionally, the NZAA uses the Avaya Voice Portal to deploy a new application enabling members to book roadside jobs from home.
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