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Victoria Electricity Upgrades Contact Centre With Nortel and Optus

  • 11 December, 2006 12:06

<p>SYDNEY, Australia (December 11, 2006) – Victoria Electricity, a Victorian state government-licensed electricity and gas retailer, has replaced its contact centre communications network with new solutions from Nortel and Optus.</p>
<p>The project, implemented by Nortel nPower Gold partner Optus, included the deployment of a Nortel IP-enabled PABX, along with digital handsets for executive staff and 150 contact centre agents. Nortel’s suite of contact centre management and reporting software was also installed as part of the deal that equips Victoria Electricity’s contact centre for national expansion.</p>
<p>“Our communication system didn’t give us the flexibility we needed to grow the company,” says Michael Dornan, IT manager, Victoria Electricity. “The system provided by Nortel and Optus gives us the flexibility and reliability we were looking for, backed with years of experience and global expertise in this field.”</p>
<p>“For specialised utilities like Victoria Electricity, the contact centre is the focal point and foundation of their business,” says Nick Avakian, general manager, Enterprise Solutions, Australia and New Zealand, Nortel.</p>
<p>Nortel’s solution includes a Nortel Communications Server (CS) 1000, which manages 280 Nortel digital handsets. Also included is Nortel’s comprehensive Contact Center 6 portfolio comprising Contact Centre Management for call routing and data analysis, Contact Centre Administration for management via a web browser, Communication Control Toolkit for application development and CallPilot Messaging.</p>
<p>The Nortel CS platform allows Victoria Electricity to deploy traditional digital handsets with enhanced functionality without sacrificing the upgrade path to IP telephony.</p>
<p>“The network is flexible enough to support the company’s expansion into other states and projects are currently underway to do so using the infrastructure put in place in Melbourne”, says Dornan. “Working with Nortel and Optus gives us the headroom to go beyond the contact centre. We now have access to a whole range of network solutions adaptable to our business growth, and a team that can deliver where others can’t.”</p>
<p>About Nortel</p>
<p>Nortel is a recognised leader in delivering communications capabilities that enhance the human experience, ignite and power global commerce, and secure and protect the world’s most critical information. Serving both service provider and enterprise customers, Nortel delivers innovative technology solutions encompassing end-to-end broadband, Voice over IP, multimedia services and applications, and wireless broadband designed to help people solve the world’s greatest challenges. Nortel does business in more than 150 countries. For more information, visit Nortel on the Web at For the latest Nortel news, visit</p>
<p>About Optus</p>
<p>Optus is an Australian leader in integrated telecommunications, delivering cutting-edge communications, information technology and entertainment services. In 2001 SingTel became the parent company of Optus, paving the way to become a strong and strategic telecommunications player within the Asia-Pacific region. For more information, go to</p>

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