HP in $1.8m telecoms fault management agreement

Hewlett-Packard has signed a $1.8 million contract for fault management services for its telephony systems and expects to save around $360,000 in communications maintenance and support costs through the deal.

The tech vendor has outsourced fault management services for its voice communications to Avaya Global Services for a three-year term.

The contract sees Avaya providing frontline reporting, logging services and maintenance support for all PABX calls, mobile communications and voicemail within HP Australia and New Zealand across various products and solutions.

Avaya will act as the first point of contact for HP's 4000 staff, servicing their communication support needs with 24x7 technical assistance. The service covers users across 20 HP sites in Australia and four in New Zealand.

HP Australia's voice services manager Craig Fitzgerald said this support model is far more streamlined compared to an existing e-mail-based, IVR (interactive voice response) system employees used for technical help. It will significantly improve response times for fault resolution, Fitzgerald said.

In terms of service level management, HP has effectively consolidated its 10 existing telecomms contracts into a single point of contact through Avaya. "Avaya will work with HP's telecomms service providers to maintain service standards," Avaya officials said.

Fitzgerald said the service will enable HP to save more than $360,000 dollars a year in resource allocation costs. The service would also drive down costs by eliminating the need to process multiple bills for up to six vendors, Avaya's regional sales manager for managed services South Pacific, Bruce Batey, said.

As part of the agreement, HP went live with Avaya's Expert Systems diagnostics tools earlier this month. The solution analysis fault trends and problems on HP's network.

Fitzgerald said the Avaya agreement has tightened HP's telecomms cost recovery model by being able to "break down cost points" which need urgent action like technology upgrades or staff training. Previously, the company could only break down cost as regional spend, he said.

Avaya will provide 10 local technicians to work on the HP engagement.

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