ACT government owned betting agency ACTTAB has deployed a new IP-compatible telephony system with the aim of improving customer service.
ACTTAB cited a move to new premises, flagging support for a legacy PABX, and a significant increase in self-service betting as the main drivers behind the upgrade.
A contact centre solution from Avaya will be installed in ACTTAB's new head office in Gungahlin, Canberra by integrator NSC Enterprise Solutions.
ACTTAB CIO David Stewart said the existing Ericsson system was nine years old and becoming difficult to support and maintain.
"We were looking for a system that would interface with our existing touch tone solution, and our natural language voice recognition systems based on Nuance technology, and keep pace with our business growth," Stewart said.
The new system combines Avaya's Communication Manager architecture, the Avaya S8300 Media Server, G700 Media Gateways and digital handsets. This enables ACTTAB to convert to IP telephony if required.
"The new system not only provides us with an excellent communications platform for our current needs particularly in times when customer interactions spike but also offers us a future growth path," Stewart said, adding VoIP is easily enabled.
ACTTAB had sales of over $177 million in the last financial year and is experiencing growth in operator-assisted account betting.
The new system provides automatic call distribution technology for call routing capabilities enabling ACTTAB to balance call loads in busy periods like this month's Melbourne Cup. Last year daily calls peaked at 3111 on Melbourne Cup day.
Calls can be routed throughout the contact centre based on parameters including the time of day, day of the week, number of agents, number of waiting calls, and time in queue.
For call monitoring, NSC is also installing a Verint call recording solution for ACTTAB.