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The Department of Veteran Affairs delivers programs of care, compensation and commemoration as well as defence support services to Autralis’ veteran and defence force communities. Serving a client base of 460,000 veterans and war widows, the department was an early adopter of sophisticated communications solutions, having deployed an IP telephony network across its organization in 2002.
Serving a client base of nearly 460,000 veterans and war widows, the Department can field 6.4 million inbound and outbound phone calls a year in addition to written, counter, faxed and emailed requests. With Avaya’s IPT solution, DVA is able to converge its voice and data network and connect its 58 locations, including the head office in Canberra. The single IP-enabled network spans all areas of business operations, simplifying network and call managements, increasing visibility into call statistics and ultimately improving overall business operations across customer contact sites.
The new infrastructure comprises more than 3,200 Avaya 4620 IP telephones and more than 500 other voice related devices. DVA also deployed the Avaya Cajun Switching equipment, Avaya Communication Manager software, Avaya S8700 and S8300 Media Servers as well as Avaya SCC1 Media Gateways. Additionally, the Department implemented mobility features that allow staff to make or receive calls from any location on and off-site.
In 2005, leveraging on the new capabilities provided by the Intelligent Communications solutions it deployed, the DVA embarked on several major projects to integrate its systems and services. This will allow customers to use a single entry point to access all its programs. It will also facilitate collaboration among work teams so as to deliver a seamless service to customers.
The DVA today is charting its way to a unified communications that can deliver a superior integrated customer service to its clients.
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