For Immediate Release: 20-Aug-2007
Media Inquiries:
Junaidah Dahlan
+65 6872 8715
jdahlan@avaya.com
SINGAPORE
– Students from the Institute of Technical Education (ITE) are set to hit
the ground running as active contributors to the booming industries of hospitality and
outsourcing, with newly-acquired practical skills in contact centre technology. Avaya Inc.
(NYSE:AV), a leading global provider of business communications applications, systems
and services, ITE College West and Avaya’s BusinessPartner Radiance
Communications today announced that they have collaborated to establish a Contact
Center Lab at the institute’s Clementi Campus.
The 38-seat Lab will offer practical training to 450 students reading the Higher
National ITE Certification (Higher Nitec) in Business-Information Technology and
Hospitality Operations courses. Equipped with the latest in contact centre technology
from Avaya, the Lab enables ITE College West to add a new module to its existing
contact center management coursework that builds on the practical development of
students. Prior to the establishment of the Lab, students were only exposed to theory
classes.
“The opening of this Lab demonstrates ITE’s holistic approach to education - one
which is Hands-on, Minds-on, Hearts-on. We want our students to familiarize themselves
with real work scenarios and learn through practical experience. Having been trained
with the latest technology from Avaya, our students will have an invaluable advantage
when they join the job market should they choose a career in contact centre
management,” said Yek Tiew Ming, Principal, ITE College West.
The solution provides students with key contact centre skills that include inbound
and outbound call handling, management of call centre reports, and automatic call
distribution. These are essential practical skills that are required from professional
contact centre agents today.
Avaya’s BusinessPartner Radiance Communications deployed the Avaya
solution and provided the training to the teaching staff at ITE. Through the supervision
of these trainers, students will engage in role-play exercises, taking turns to be
customers and contact centre agents.
The Lab will be built around Avaya Contact Center Express and Avaya
Interactive Response solutions. 22 Avaya Internet Protocol (IP) Phones will also be
deployed.
“The strong emphasis on service excellence and the fast growing hospitality
sector in Singapore will drive demand for contact centre agents and managers in the
years to come. With practical experience gained at the Lab, students from ITE College
West who envision a career in contact centre management have a bright future ahead of
them,” said K.K. Chan, Chief Operating Officer, Avaya ASEAN.
“We equipped the Lab with the same contact centre technology that is being
used in leading professional contact centers in the world today. The lecturers and
students at ITE College West will be able to gain first-hand knowledge of how leading
companies such as SingTel and other renowned banks and financial institutions are
handling their customer support services and pre-and-after sales support functions using
contact center applications. Radiance will also recommend practitioners from the
industry to share best practices on the use of latest technological advancements relating
to contact centre operations,” said Sng Koon Pin, Chief Executive Officer, Radiance
Communications.
Avaya is the worldwide leader in terms of market share for contact centre agent
shipments, according to Gartner Inc., in their report: ‘Market Share Report: Contact
Centers Worldwide, 2006’ 1.
1 Gartner, Inc., "Market Share: Contact Centers, Worldwide, 2006" by Drew Kraus, May 4, 2007.
About Avaya
Avaya delivers Intelligent Communications solutions
that help companies transform their businesses to achieve
marketplace advantage. More than 1 million businesses
worldwide, including more than 90 percent of the FORTUNE
500®, use Avaya solutions for IP Telephony, Unified
Communications, Contact Centers and Communications-Enabled
Business Processes. Avaya Global Services provides comprehensive
service and support for companies, small to large. For
more information visit the Avaya Web site,
www.avaya-apac.com.
About the Institute of Technical Education
The Institute of Technical Education (ITE), Singapore, was established as a postsecondary
education institution in 1992 under the Ministry of Education. ITE is a
principal provider of career and technical education and principal authority in developing
national occupational skills certification and standards to enhance Singapore's workforce
competitiveness. Under its "One ITE System, Three Colleges" Model of Education, ITE
governs three Colleges, comprising ITE College Central, ITE College East and ITE
College West. For more information visit the ITE Web Site:
http://www.ite.edu.sg.
About Radiance Communications
Radiance Communications, established through a joint venture between Keppel T&T
and SingTel, is the market leader in providing consultation, integration and managed
services of voice and data infrastructure for enterprise customers across industries.
Our range of solutions and services include unified communications solutions;
telephony and contact centre applications integration; customised IP telephony
applications; mobility and wireless solutions and multimedia recording solutions.
With Radiance’s decades of experience in communications technology and
services, we help enterprises in Singapore and the Asia Pacific region leverage on the
latest communications technology to maximise their business potential and enable them
to stay ahead of the competition.
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