Avaya Holdings Corp. (NYSE:AVYA) has announced it has been selected as the contact centre technology and services provider by the Australian Department of Defence, the company said.
The five-year contract will see Defence migrate and consolidate its 14 contact centres — comprising more than 650 personnel and servicing over 40 lines of business — exclusively to the Avaya omnichannel platform.
The new solution will enable Defence´s contact centres to be fully unified with all communications channels and associated applications. This omnichannel environment will allow Defence to expand its automation and analytics capabilities, subsequently providing a more efficient and personalised experience for the people who interact with any of the contact centres.
When the project is complete, contact centre agents within each operational arm of Defence will have visibility into combined data sets, allowing them to deliver personalised interactions ranging from simple tickets for desktop support to more sophisticated issues related to Defence business lines.
Avaya is a global provider of digital communications software, services and devices for businesses of all sizes. For more information, visit www.avaya.com.