Victoria Electricity powers up contact centre

New IP-PABX to allow transition from digital to VoIP

Victorian state government-licensed electricity and gas retailer, Victoria Electricity, has replaced its contact centre communications network with a new solution that supports existing digital handsets and provides an upgrade path to VoIP.

The project, implemented by Optus, included the deployment of a Nortel IP-PABX, and digital handsets for staff and some 150 contact centre workers.

Nortel's contact centre management and reporting software was also installed, which preps Victoria Electricity for national expansion.

Victoria Electricity IT manager Michael Dornan said the previous communication system didn't give the flexibility the organization needed to grow.

"The system provided by Nortel and Optus gives us the flexibility and reliability we were looking for," Dornan said.

The solution includes a Nortel Communications Server 1000, which manages 280 Nortel digital handsets. Also included is Nortel's Contact Center 6 portfolio, including Contact Centre Management for call routing and data analysis, Contact Centre Administration for Web-based management, the Communication Control Toolkit for application development, and CallPilot Messaging.

Dornan said the network is flexible enough to support the company's expansion into other states and projects are underway to do so using the Melbourne infrastructure.

"Working with Nortel and Optus gives us the headroom to go beyond the contact centre," he said. "We now have access to a whole range of network solutions adaptable to our business growth."

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