Power-tool maker Black & Decker has embarked on a three-year IP telephony migration project for 200 locations globally, including 11 call centers and 10 manufacturing operations.
US-based Black & Decker chose Avaya for hardware and software needs to make the IP migration, according to a statement released Monday. The cost of the project was not announced.
The migration will keep some of Black & Decker's existing digital phones to control costs, but also add Avaya IP desktop phones and IP softphones for new locations. Avaya Communication Manager and Modular Message software are also part of the new features.
Avaya contact center applications are being used to support Black & Decker's power-tools unit, making it possible for all customer calls in North America to come to a central call center number, with routing to call center agents in Maryland, Tennessee or Toronto.
Black & Decker expects to improve productivity, control costs and enhance customer service through the implementation, according to the company.
In a separate announcement, EMC announced today two EMC Smarts software products for managing IP telephony and VoIP systems. The EMC Smarts VoIP Performance Manager and the EMC Smarts VoIP Performance Reporter products are designed to model IT components and their relationships in a network to pinpoint root causes of outages and slowdowns, EMC said.